Remote IT Service Desk - Onboarding & Support Specialist

xntltd; United States; Remote; USD 30,000 - 41,000; Full time

Job summary

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.

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.

Skills

English proficiency

Customer-focused service mindset

Attention to detail

Willingness to follow procedures

Tools

Slack

Jira

Google Workspace

Microsoft 365

macOS

Windows

Job description

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.