Global Tier 1 Service Desk Technician
Core
First-line technical support for end users across a global, follow-the-sun IT Service Desk, handling account administration, hardware, software, access, and authentication issues.
Role type
Tier 1 Service Desk Technician
Builds
IT service management processes and user support for internal and external customers
Domain
IT Service Management / Enterprise Support
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
ServiceNow, Microsoft Windows, Microsoft 365, Active Directory, Microsoft Entra ID, MFA, remote support tools, Microsoft Teams
Preferred skills
CompTIA A+, ITIL 4 Foundation, HDI CSR, large enterprise support experience
Technologies
ServiceNow, Microsoft Windows, Microsoft 365, Active Directory, Microsoft Entra ID, Microsoft Teams
Responsibilities
Provide first-level technical support via phone, chat, and ticketing systems; Diagnose and resolve Tier 1 technical issues using established procedures; Manage user account administration, password resets, and MFA requests; Create and resolve incidents in ServiceNow; Escalate complex issues to Tier 2/3 with comprehensive troubleshooting info; Contribute to continuous improvement of support processes and knowledge articles.
Seniority
Entry to Mid-level, hands-on IC
