IT Service Desk Engineer

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

• 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 technical inquiries.
• Receive, prioritize, troubleshoot, and resolve tickets in accordance with service level targets.
• Diagnose and resolve hardware, software, operating system, and workplace technology issues.
• Provide support for Windows 11 and macOS devices, as well as Microsoft 365 services including Outlook, Teams, SharePoint, and OneDrive.
• Troubleshoot and support printers, peripherals, mobile devices, and workplace technologies.
• Manage and coordinate IT onboarding and offboarding activities to ensure a smooth employee experience.
• Support user account administration, access requests, and employee lifecycle processes.
• Deliver IT onboarding sessions for new employees and introduce them to PSI's workplace technologies and services.
• Train and guide users on the effective use of Microsoft 365 and other workplace tools.
• Create and maintain user guides, onboarding materials, FAQs, and knowledge base articles.
• Proactively communicate with end users to ensure timely issue resolution and a high level of customer satisfaction.
• Coordinate with Digital Workplace, Cloud & Infrastructure, and Network teams to resolve escalated issues.
• Maintain accurate documentation of incidents, solutions, processes, and knowledge articles within the ticketing system.
• Identify recurring issues and contribute to continuous improvement initiatives, automation opportunities, and preventive measures.
• Support software rollouts, workplace modernization initiatives, and global IT projects from an end-user support perspective.
• Collaborate with Service Desk colleagues across multiple regions to provide consistent global support coverage and an excellent user experience.

Technical Skills

Ideally, the candidate has experience with:

• Windows 11 administration and support (required).
• Microsoft 365 services including Outlook, Teams, SharePoint, and OneDrive.
• Microsoft Entra ID (Azure AD) and Active Directory user administration.
• IT Service Management and ticketing systems (e.g., Jira Service Management).
• Technical troubleshooting of end-user devices, workplace applications, and collaboration tools.
• Printer, peripheral, mobile device, and VPN support.
• Knowledge management and technical documentation.
• Confluence and other Atlassian products are a plus.
• Experience supporting MacOS and Linux desktop environments is an advantage.

Personal Skills

Ideally, the candidate:

• Has a strong customer service mindset and enjoys helping people solve technical issues.
• Communicates clearly and professionally with both technical and non-technical users.
• Demonstrates excellent problem-solving and troubleshooting skills.
• Is able to prioritize work effectively and manage multiple requests simultaneously.
• Works independently while also being a strong team player.
• Has a proactive, structured, and service-oriented approach.
• Enjoys sharing knowledge and supporting colleagues.
• Is comfortable working in an international and multicultural environment.
• Has strong interpersonal skills and a high level of customer orientation.
• Is fluent in English, both written and spoken.