Description

You Will Have

• 4+ years of experience in a helpdesk, IT support, or systems administration role
• Excellent communications skills, both spoken and written
• Hands-on experience supporting both Windows and macOS desktop environments
• Proficiency administering Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive, licensing)
• Experience with identity and access management using Okta
• Working knowledge of Active Directory, including user/group management, GPOs, and directory troubleshooting
• Experience managing endpoints via MDM platforms — Intune (Windows) and Jamf (macOS)
• Familiarity with application management and user provisioning across platforms such as Zoom, Box, Salesforce, Jira, and Confluence
• Experience with IT asset inventory and lifecycle management tools or processes
• Strong troubleshooting skills across hardware, software, networking, and identity/access issues
• Ability to work within a rotational shift schedule to support global users across time zones

Good for You to Have

• ITIL Foundation certification or demonstrated familiarity with ITIL service management principles
• Experience supporting virtualization environments (VMware, Hyper-V, or similar)
• Exposure to SSO, MFA, and Zero Trust concepts beyond basic Okta administration
• Experience with email security tools, specifically Proofpoint (policy management, quarantine review, threat response)
• Scripting skills (PowerShell, Bash, or similar) for automation and administration tasks
• Experience with ticketing systems and SLA-driven support workflows
• Understanding of network fundamentals (DNS, DHCP, VPN, Wi-Fi troubleshooting)
• Prior experience supporting a globally distributed or hybrid workforce

Bird’s Eye View of Your Role

• Provide L1/L2 helpdesk support to a global user base, handling tickets from intake through resolution
• Administer and troubleshoot identity and access across Okta, Active Directory, and integrated SaaS applications
• Manage end-user devices through Intune and Jamf, including provisioning, policy enforcement, and compliance monitoring
• Oversee application access and lifecycle management for key business tools including Zoom, Box, Salesforce, Jira, and Confluence
• Maintain and enforce email security policies via Proofpoint, responding to security events and user-reported threats
• Support and maintain virtualization environments as needed
• Manage IT asset inventory across the full hardware lifecycle — procurement, tracking, refresh, and decommission
• Participate in a rotational shift schedule to ensure follow-the-sun support coverage
• Contribute to IT documentation, knowledge base articles, and process improvements
• Escalate complex issues appropriately and collaborate with engineering and security teams as needed

What You Will Bring

• A customer-first mindset with clear, professional communication across all levels of the organization
• A structured, process-driven approach aligned with ITIL best practices
• A willingness to take responsibility for systems end-to-end, not just execute tickets
• The ability to manage and prioritize multiple open issues simultaneously without losing quality
• A proactive attitude toward identifying recurring problems and driving lasting fixes
• Comfort operating independently in a remote or distributed team setting
• Reliability and accountability within a shift-based support structure
• A collaborative spirit and willingness to share knowledge with teammates
• Intellectual curiosity and a drive to stay current with evolving tools and technologies