L0 Service Desk Onboarding & Support Specialist

xntltd; United States; À distance; USD 30 000 - 41 000; Plein temps

Résumé du poste

xntltd is seeking a remote IT Service Desk Associate to provide first-line support for a distributed workforce. You will help with onboarding, offboarding, access requests, and equipment management, using documented procedures and ticketing workflows.

Respond to requests via the service portal, chat, and email, maintaining clear ticket records and security, while assisting users across multiple locations and time zones.

Qualifications

• English proficiency at B2 level or higher.
• Clear, courteous communication.
• Follow documented procedures and security requirements.
• Experience with macOS and Windows; familiarity with Google Workspace or Microsoft 365.
• Experience with Slack and Jira or similar tools.
• Willingness to learn new systems; prior IT support not required.

Responsabilités

• Check that new employees have accounts, access and equipment ready, then guide them through their first-day setup.
• Process departures securely, including account suspension, access removal, equipment returns and asset record updates.
• Grant, change and revoke access only after the required approval; manage software licences and user invitations.
• Coordinate laptop handovers, returns, replacements and other equipment requests with relevant colleagues.
• Respond to requests through the service portal, chat and email; log, categorise, troubleshoot and elevate issues as needed.
• Keep users informed, maintain accurate ticket records, meet service targets and update internal instructions with new solutions.

Connaissances

English proficiency

Customer-focused service mindset

Attention to detail

Willingness to follow procedures

Outils

Slack

Jira

Google Workspace

Microsoft 365

macOS

Windows

Description du poste

Role overview

Provide first-line IT service desk support for an international, distributed workforce. The work is process-led and covers employee onboarding and offboarding, access requests, company equipment and everyday technical issues. You’ll use documented procedures, track requests through to resolution and help new colleagues get set up for their first day.

Responsibilities

• Check that new employees have accounts, access and equipment ready, then guide them through their first-day setup.
• Process departures securely, including account suspension, access removal, equipment returns and asset record updates.
• Grant, change and revoke access only after the required approval; manage software licences and user invitations.
• Coordinate laptop handovers, returns, replacements and other equipment requests with relevant colleagues.
• Respond to requests through the service portal, chat and email; log, categorise, troubleshoot and elevate issues as needed.
• Keep users informed, maintain accurate ticket records, meet service targets and update internal instructions with new solutions.

Requirements

• English proficiency at B2 level or higher and clear, courteous written and spoken communication.
• A helpful, service-minded approach, with patience and composure during busy or urgent periods.
• Careful attention to detail and willingness to follow documented procedures and security requirements.
• Confident use of macOS and Windows, plus familiarity with Google Workspace or Microsoft 365.
• Experience with a team messenger and task tracker, such as Slack and Jira or similar tools.
• Ability to learn new systems and write clear instructions for end users; prior professional IT support experience is not required.

Nice to have

• Customer support or helpdesk experience; Russian language skills; familiarity with IT service desk systems, password managers or device management tools; and basic knowledge of VPNs and networking.

Benefits and work setup

The role is remote and supports employees across multiple locations. The listing describes a workload of roughly 150–250 requests per month and a first-response target of one hour.