Desktop Support & Onboarding Specialist (Remote)

United States Digital Space LLC; United States; Remote; USD 45,000 - 70,000; Full time

Job summary

United States Digital Space LLC is hiring an IT Support Analyst to provide first-line IT support for staff across multiple channels within an ITIL framework. You will onboard/offboard users, triage tickets, and escalate advanced issues as needed.

The role involves maintaining a knowledge base, assisting with uptime, and coordinating with the infrastructure team to resolve incidents while communicating effectively with stakeholders.

Qualifications

• Strong written and verbal communication with non-technical audiences.
• Good prioritisation and time-management skills.
• Analytical problem-solving in a technical environment.
• Proficient in PC/Windows software support.

Responsibilities

• Provide first-line IT support via phone, email, service desk, and in-person channels.
• Onboard/offboard users; capture, validate, and triage queries in the ticketing system.
• Troubleshoot basic technical issues including account/access problems.
• Maintain and update knowledge base for common problems.
• Escalate complex cases to 2nd level support when needed.
• Own and track tickets to resolution with timely follow-up.
• Support service uptime and coordinate with infrastructure teams.
• Build and maintain relationships with stakeholders across policy and operations.

Skills

Communication

Prioritisation

Analytical thinking

Windows support

Education

Degree or Diploma in Information Technology

Job description

United States Digital Space LLC is hiring an IT Support Analyst to provide first-line IT support for staff across multiple channels within an ITIL framework. You will onboard/offboard users, triage tickets, and escalate advanced issues as needed.

The role involves maintaining a knowledge base, assisting with uptime, and coordinating with the infrastructure team to resolve incidents while communicating effectively with stakeholders.