IT Service Desk Specialist

Overview We're working on an exciting project with a renowned US-based client for 2026, which includes several key positions. Among them, a Service Desk Specialist will provide remote L1–L2 support and ensure smooth IT operations. Estimated start date: February – March 2026. Interview process begins: January 2026. Contract type: Independent Contractor (full-time, remote, long-term engagement). Responsibilities Provide L1–L2 technical support to end-users remotely Diagnose and troubleshoot hardware, software, and connectivity issues Manage tickets via ITSM tools such as ServiceNow, Jira, or Zendesk Install, configure, and maintain Windows and Office 365 environments Escalate incidents appropriately and follow up until resolution Communicate clearly in English and exhibit a customer-service mindset Qualifications Experience with Active Directory (user management, password resets, permissions) Proficient with remote support tools such as RDP, AnyDesk, or TeamViewer Knowledge of VPN, network, and printer troubleshooting Experience with device imaging and endpoint configuration Ability to document and update knowledge-base articles Bonus Points Certifications such as CompTIA A+, ITIL Foundation, or Microsoft Modern Desktop Experience supporting macOS or mobile devices (iOS/Android) Exposure to Intune, MDM, or ticket automation Familiarity with 24×7 environments or global support models Benefits 100% remote work People-first culture Competitive compensation in US dollars Hardware setup for working from home Collaboration with global teams and prominent brands Training allowances Personal time off (PTO) for vacation, study leave, personal time, etc. J-18808-Ljbffr