IAM IT Helpdesk Technician

Employment Type: Full-time, Independent Contractor

Work Model: Remote

Work Hours: US Business Hours alignment

A growing real estate services group is hiring a Service Desk Technician to join its US-based IT Operations team, handling account and access work alongside hands-on user troubleshooting.

About the role

You will be part of a US-based service desk that supports several business units across the country. The role is a hybrid: part of your queue is identity and access tickets, and part is general service desk tickets that call for real troubleshooting and problem solving. Success means issues are resolved quickly, users feel looked after, and complex access or software problems are routed to the right specialists.

Required Qualifications

3+ years of experience in an IT service desk, IT operations, or technical support role
Proficiency in Microsoft 365, Entra ID, Active Directory, and Microsoft Intune
Proficiency with service desk ticketing software and remote management tools
Strong troubleshooting skills across IT hardware, software, and cloud platforms
Understanding of ITSM and ITIL principles
Fluent English, written and verbal
Awareness of information security and data privacy requirements

Preferred Qualifications

Associate degree in a technical field
A+, Network+, CCNA, or other technical certifications

Responsibilities

Take part in the daily operations of the service desk and resolve technical issues on time for users across multiple companies
Provide first-level support to end users and monitor network systems, workstations, mobile devices, and peripherals in a multi-platform environment
Create, modify, and reset user accounts in Active Directory, Entra ID, and other SaaS applications, including onboarding, offboarding, password resets, and access requests
Work tickets that need troubleshooting and analysis
Coordinate with IT subject matter experts to resolve complex software and access issues
Work within ITIL-based processes and explain technical problems clearly to non-technical users

Who thrives in this role

Detail-oriented and analytical, careful with account and access changes
Takes initiative and stays organized when the queue is busy
Patient and clear when explaining technical issues to non-technical users
Curious, and collaborates easily with colleagues across teams

IAM IT Helpdesk Technician - 66966037925