IT Help Desk Technician (568)

Responsibilities

We are representing a global technology organization seeking an IT Help Desk Technician to join their international support function. In this role, you will provide Level 1 technical support to users across multiple locations and remote environments.

Your day-to-day responsibilities will include:

• Respond to incidents and service requests based on business priority, impact, and SLA expectations
• Perform initial troubleshooting and identify likely causes of technical issues involving Windows 11, Microsoft 365, Active Directory, collaboration tools, and enterprise applications
• Own assigned tickets through resolution or appropriate escalation to specialized IT teams
• Provide timely and professional updates to users throughout the support process
• Accurately document troubleshooting steps, resolutions, communications, and escalation details in the ticketing system
• Follow established support procedures, knowledge articles, escalation paths, and service expectations
• Assist with standardized user access and identity management requests within the Help Desk scope
• Support newly introduced technologies, applications, and AI capabilities as they are incorporated into the support model
• Participate in knowledge transfer and help improve documentation and troubleshooting procedures
• Follow established security policies, standards, and procedures while protecting confidential information

What We're Looking For

Required qualifications:

• 2–3 years of experience providing IT support in a corporate environment
• Experience providing remote technical support to users across multiple locations or regions
• Strong Windows 11 troubleshooting skills
• Working knowledge of Microsoft 365 and common end-user productivity applications
• Working knowledge of Active Directory and identity and access management concepts
• Understanding of basic networking and connectivity troubleshooting, including DNS and DHCP concepts
• Experience working with ticketing systems and established incident and escalation processes
• Strong troubleshooting, problem-solving, and analytical skills
• Strong written and verbal communication skills in English
• Strong customer-service orientation and ability to support users with different levels of technical proficiency
• Ability to work independently while following established procedures and escalation paths
• Strong attention to detail and commitment to accurate ticket documentation
• Ability to prioritize tasks effectively in a fast-paced global support environment

Preferred qualifications:

• Familiarity with Group Policy
• Experience supporting users across global or distributed environments
• Experience with additional identity and access management platforms
• Experience supporting enterprise business applications
• Experience with endpoint management and remote support technologies
• Familiarity with information security processes and tools
• Experience supporting AI-powered technologies or modern workplace platforms

How We Work With You

Our talent team at Get A Job.ai partners with you throughout the entire process. When you apply through our platform at getajob.ai, one of our recruiters will screen your application and discuss the opportunity with you in detail. Once we confirm mutual interest, we will submit your profile to our client for consideration and guide you through their interview process. Please do not contact the client directly—all communication and coordination will go through Get A Job.ai to ensure the best experience for everyone involved.

Pay

Compensation details will be discussed during the screening process with our recruiting team.

Equal Opportunity: Get A Job.ai is committed to inclusive hiring practices and works with clients who value diversity and equal opportunity employment.