Global IT Help Desk Specialist - Remote

United States Digital Space LLC; United States; Remote; USD 42,000 - 64,000; Full time

Benefits offered by this job

International team

Back-office support

Remote-first policy

MacBook provided

Growth opportunities through tech talk

English lessons with native speaker

Candidate Referral Bonus program

HQ access in Florianópolis

Job summary

the company provides Level 1 IT help desk support for users across global locations and remote environments. You will troubleshoot day-to-day technology issues, manage tickets, and escalate complex problems to specialized IT teams.

The role requires strong customer service, clear communication across different technical backgrounds, and adherence to security procedures while supporting Windows 11, Microsoft 365, and identity management workflows.

Qualifications

• 2-3 years of experience providing IT support in a corporate environment.
• Experience providing remote technical support to users across multiple locations or regions.
• Strong Windows 11 troubleshooting skills.
• Working knowledge of Microsoft 365 and common end-user productivity applications.
• Working knowledge of Active Directory and identity and access management concepts.

Responsibilities

• Provide Level 1 technical support to users across global locations and remote environments.
• Respond to incidents and service requests based on business priority, impact, and SLA expectations.
• Perform initial troubleshooting and identify likely causes of technical issues.
• Own assigned tickets through resolution or appropriate escalation.
• Provide timely and professional updates to users throughout the support process.
• Accurately document troubleshooting steps, resolutions, communications, and escalation details in the ticketing system.
• Escalate advanced, administrative, security-related, or onsite issues to the appropriate IT teams.
• Follow established support procedures, knowledge articles, escalation paths, and service expectations.
• Assist with standardized user access and identity management requests within the Help Desk scope.

Skills

IT support

Remote support

Windows 11

Microsoft 365

Active Directory

DNS/DHCP

Ticketing

Customer service

Documentation

Tools

Group Policy

Job description

the company provides Level 1 IT help desk support for users across global locations and remote environments. You will troubleshoot day-to-day technology issues, manage tickets, and escalate complex problems to specialized IT teams.

The role requires strong customer service, clear communication across different technical backgrounds, and adherence to security procedures while supporting Windows 11, Microsoft 365, and identity management workflows.