Global IT Service Desk Engineer - Windows 11 & M365

PSI Software; Coraopolis (Allegheny County); On-site; USD 52,000 - 75,000; Full time

Job summary

PSI Software is seeking an IT Support professional to deliver first- and second-line helpdesk assistance across its global organization. You will diagnose hardware, software, and OS issues, support Windows 11 and macOS devices, and manage Microsoft 365 services.

You will drive onboarding, access management, and end-user training while maintaining comprehensive ticket documentation. Join PSI's international team to ensure high customer satisfaction, collaborate with cross-functional groups, and

Qualifications

• Experience with Windows 11 administration and support is required.
• Experience with Microsoft 365 services (Outlook, Teams, SharePoint, OneDrive).
• Active Directory/Azure AD user administration knowledge.
• IT service management and ticketing systems experience (e.g., Jira Service Management).
• Strong technical troubleshooting for end-user devices and collaboration tools.
• Experience supporting MacOS and Linux is a plus.

Responsibilities

• Provide 1st and 2nd level IT support to employees across PSI's global organization.
• Act as the primary point of contact for IT incidents, service requests, and inquiries.
• Receive, prioritize, troubleshoot, and resolve tickets with SLA targets.
• Diagnose and resolve hardware, software, OS, and workplace tech issues.
• Support Windows 11 and macOS devices and Microsoft 365 services.
• Troubleshoot printers, peripherals, mobile devices, and workplace tech.
• Coordinate IT onboarding/offboarding to ensure smooth employee experience.
• Support user accounts, access requests, and lifecycle processes.
• Deliver onboarding sessions and introduce PSI's workplace technologies.
• Train users on Microsoft 365 and other workplace tools; create knowledge base articles.
• Proactively communicate with end users to ensure timely resolution and satisfaction.
• Collaborate with Digital Workplace, Cloud & Infrastructure, and Network teams for escalations.
• Maintain accurate incident documentation and knowledge articles in the ticketing system.
• Identify recurring issues and contribute to continuous improvement and automation initiatives.
• Support software rollouts, workplace modernization, and global IT projects from an end-user perspective.
• Collaborate with Service Desk colleagues across regions for consistent global support.

Skills

Customer service

Troubleshooting

Communication

Prioritization

Team player

Knowledge sharing

International environment

Fluent English

Tools

Jira Service Management

Confluence

Azure AD / Entra ID

Office 365 Admin

Job description

PSI Software is seeking an IT Support professional to deliver first- and second-line helpdesk assistance across its global organization. You will diagnose hardware, software, and OS issues, support Windows 11 and macOS devices, and manage Microsoft 365 services.

You will drive onboarding, access management, and end-user training while maintaining comprehensive ticket documentation. Join PSI's international team to ensure high customer satisfaction, collaborate with cross-functional groups, and