IAM IT Helpdesk Technician - 66966037925

IAM IT Helpdesk Technician 

Employment Type: Full-time, Independent Contractor

Work Model: Remote

Work Hours: US Business Hours alignment



A growing real estate services group is hiring a Service Desk Technician to join its US-based IT Operations team, handling account and access work alongside hands-on user troubleshooting.

About the role

You will be part of a US-based service desk that supports several business units across the country. The role is a hybrid: part of your queue is identity and access tickets, and part is general service desk tickets that call for real troubleshooting and problem solving. Success means issues are resolved quickly, users feel looked after, and complex access or software problems are routed to the right specialists.

Required Qualifications

• 3+ years of experience in an IT service desk, IT operations, or technical support role


• Proficiency in Microsoft 365, Entra ID, Active Directory, and Microsoft Intune


• Proficiency with service desk ticketing software and remote management tools


• Strong troubleshooting skills across IT hardware, software, and cloud platforms


• Understanding of ITSM and ITIL principles


• Fluent English, written and verbal


• Awareness of information security and data privacy requirements

Preferred Qualifications

• Associate degree in a technical field


• A+, Network+, CCNA, or other technical certifications

Responsibilities

• Take part in the daily operations of the service desk and resolve technical issues on time for users across multiple companies


• Provide first-level support to end users and monitor network systems, workstations, mobile devices, and peripherals in a multi-platform environment


• Create, modify, and reset user accounts in Active Directory, Entra ID, and other SaaS applications, including onboarding, offboarding, password resets, and access requests


• Work tickets that need troubleshooting and analysis


• Coordinate with IT subject matter experts to resolve complex software and access issues


• Work within ITIL-based processes and explain technical problems clearly to non-technical users

Who thrives in this role

• Detail-oriented and analytical, careful with account and access changes


• Takes initiative and stays organized when the queue is busy


• Patient and clear when explaining technical issues to non-technical users


• Curious, and collaborates easily with colleagues across teams