Global Service Desk Technician

ASCENT SERVICE & TECHNOLOGY, L.L.C.

Seattle, WA, United States

3 months ago

Role details

Contract type

Temporary contract

Employment type

Full-time (> 32 hours)

Compensation

$43,680.0

Working hours

Shift work

Job source

indeed.com

Tech stack

Microsoft Windows Active Directory Apple Mac Systems JIRA Configuration Management Databases Collaborative Software Dynamic Host Configuration Protocol DevOps Domain Name System (DNS) Identity and Access Management Virtual Private Networks (VPN) Local Area Networks

+14 more

System Center Configuration Manager Networking Basics Network Connections Azure Active Directory TCP/IP User Provisioning Software Wi-Fi Technology Peripherals Microsoft InTune Information Technology Deployment Automation Patch Management Servicenow Unified Endpoint Management

Job description

We are seeking a highly motivated and customer-focused Global Service Desk Technician to provide end-user support and operational IT services across a distributed enterprise environment. This role is responsible for delivering high-quality technical support, maintaining foundational infrastructure operations, and ensuring a seamless digital employee experience (DEX)., End User Support & Service Desk Operations

Provide Tier 1 / Tier 2 support for global end users (remote and onsite)
Troubleshoot and resolve issues related to:
Windows/MacOS systems
Email and collaboration tools (Microsoft 365)
Network connectivity (VPN, Wi-Fi, LAN)
Hardware and peripherals
Manage ticket lifecycle using ITSM platforms (ServiceNow, Jira, etc.)
Ensure SLA adherence, ticket prioritization, and timely resolution
Endpoint configuration and imaging
Basic network troubleshooting (switches, ports, connectivity)
Printer and conference room systems
Patch management and endpoint updates
Support office IT readiness and onsite technology needs
User provisioning and deprovisioning (Joiner/Mover/Leaver lifecycle)
Group memberships and role-based access
Password resets and MFA troubleshooting
Ensure compliance with access control policies and audit requirements
Experience DEX tools (e.g., Nexthink, Control Up, Tanium)
Maintain accurate asset inventory and lifecycle tracking
Support hardware provisioning, shipping, retrieval, and disposal
Ensure CMDB (Configuration Management Database) accuracy

Requirements

Do you have experience in macOS?, The ideal candidate combines strong technical troubleshooting skills with excellent communication and a service-oriented mindset and is comfortable working in a global, fast-paced environment with staggered shifts and on-call responsibilities., Technical Skills

Strong experience with:

Active Directory & Azure AD (Entra ID)
User & Access Management
Endpoint support (Windows/Mac)
Patch management tools (e.g., Microsoft Intune, SCCM)

Hands-on experience with:

ITSM tools (ServiceNow, Jira Service Management, or similar)
DEX tools (preferred)

Basic understanding of networking:

TCP/IP
DNS
DHCP
VPN

Professional Skills

Excellent customer service and interpersonal skills
Strong verbal and written communication
Ability to explain technical issues in plain, user-friendly language
Detail-oriented with strong documentation habits
Ability to multitask and prioritize in a fast-paced environment

Work Environment & Expectations

Ability to work staggered shifts as needed to support global operations
Willingness to participate in on-call rotation
Comfortable supporting both remote and onsite users
Onsite work 5 days a week. After 90-day 1 day can be remote
Collaborative mindset with cross-functional teams (Infrastructure, Security, DevOps, Application), * ITIL Foundation certification (or equivalent experience)
Experience in global enterprise environments
Exposure to Microsoft Defender suite and other related security tool
Endpoint management (Intune, Autopilot)
Collaboration tools (Teams, Zoom)
Experience supporting audit/compliance environments (SOX, ISO, etc.)