- Experience
- 1+ yrs
- Salary
- USD 58,000 – USD 65,000 / year
- Openings
- 1
- Posted
- 2 hours ago
- Work mode
- Work from home
- Resume
- Required to apply
Job description
Job Overview
As a Junior Helpdesk Support specialist, you will act as the frontline contact for IT-related inquiries and problems, striving to provide excellent customer service and fast solutions. Your duties include managing support tickets, troubleshooting remotely, and overseeing Active Directory functions. You will also support user onboarding, keep communication clear during service interruptions, and contribute to the knowledge base.
Key Responsibilities
- Serve as the main IT support point via phone, email, and MS Teams, targeting resolution at the first contact.
- Track and handle tickets with the Service Desk system, ensuring detailed logging and required approvals.
- Resolve remote access difficulties and coach users through troubleshooting steps.
- Maintain organized work queues by meeting service level agreement (SLA) deadlines.
- Manage Multi-Factor Authentication (MFA) for assorted applications/services.
- Oversee Active Directory tasks including user and permission management.
- Set up shared drive mappings and manage distribution lists and Microsoft 365 groups.
- Record recurring problems and solutions to minimize repeated issues and enrich the knowledge repository.
- Participate in rotating shifts or on-call schedules to support international time zones if necessary.
- Support onboarding and offboarding users, ensuring smooth hardware allocation and account setups.
Qualifications and Requirements
- Mandatory skill: Active Directory user and group management.
- Preferably over 1 year of experience in helpdesk or IT support roles.
- Strong familiarity with Microsoft 365 suite, including Outlook, Teams, and SharePoint.
- Knowledge of ITSM software such as ServiceNow or Jira Service Management is advantageous.
- Excellent proficiency in written and spoken English.
- Experience providing remote assistance across different time zones is favorable.
- Strong analytical thinking and problem-solving capability.
- Basic networking knowledge (DNS, VPN, DHCP) is preferred.
- Certifications like CompTIA A+ or ITIL Foundation are a plus.
- Experience in the financial services sector is beneficial.
Compensation
Annual salary range is between $58,000 and $65,000.