Global Service Desk Technician

Global Service Desk Technician Ascend Technology Inc - 4.5 Seattle, WA Job Details Temp-to-hire | Contract From $21 an hour 17 hours ago Qualifications Teamwork Zoom Windows Patch management Computer hardware Task prioritization Customer relationship management (CRM) systems (technically supported) Azure AD macOS IP networking Cross-functional collaboration Cross-functional communication Active Directory management Full Job Description Global Service Desk Technician Role Summary We are seeking a highly motivated and customer-focused Global Service Desk Technician to provide end-user support and operational IT services across a distributed enterprise environment. This role is responsible for delivering high-quality technical support, maintaining foundational infrastructure operations, and ensuring a seamless digital employee experience (DEX). The ideal candidate combines strong technical troubleshooting skills with excellent communication and a service-oriented mindset and is comfortable working in a global, fast-paced environment with staggered shifts and on-call responsibilities. Key Responsibilities End User Support & Service Desk Operations Provide Tier 1 / Tier 2 support for global end users (remote and onsite) Troubleshoot and resolve issues related to: Windows/MacOS systems Email and collaboration tools (Microsoft 365) Network connectivity (VPN, Wi-Fi, LAN) Hardware and peripherals Manage ticket lifecycle using ITSM platforms (ServiceNow, Jira, etc.) Ensure SLA adherence, ticket prioritization, and timely resolution Endpoint configuration and imaging Basic network troubleshooting (switches, ports, connectivity) Printer and conference room systems Patch management and endpoint updates Support office IT readiness and onsite technology needs User provisioning and deprovisioning (Joiner/Mover/Leaver lifecycle) Group memberships and role-based access Password resets and MFA troubleshooting Ensure compliance with access control policies and audit requirements Experience DEX tools (e.g., Nexthink, Control Up, Tanium) Maintain accurate asset inventory and lifecycle tracking Support hardware provisioning, shipping, retrieval, and disposal Ensure CMDB (Configuration Management Database) accuracy Required Skills & Qualifications Technical Skills Strong experience with: Active Directory & Azure AD (Entra ID) User & Access Management Endpoint support (Windows/Mac) Patch management tools (e.g., Microsoft Intune, SCCM) Hands-on experience with: ITSM tools (ServiceNow, Jira Service Management, or similar) DEX tools (preferred) Basic understanding of networking:

TCP/IP DNS DHCP VPN

Professional Skills Excellent customer service and interpersonal skills Strong verbal and written communication Ability to explain technical issues in plain, user-friendly language Detail-oriented with strong documentation habits Ability to multitask and prioritize in a fast-paced environment Work Environment & Expectations Ability to work staggered shifts as needed to support global operations Willingness to participate in on-call rotation Comfortable supporting both remote and onsite users Onsite work 5 days a week. After 90-day 1 day can be remote Collaborative mindset with cross-functional teams (Infrastructure, Security, DevOps, Application) Preferred Qualifications ITIL Foundation certification (or equivalent experience) Experience in global enterprise environments Exposure to Microsoft Defender suite and other related security tool Endpoint management (Intune, Autopilot) Collaboration tools (Teams, Zoom) Experience supporting audit/compliance environments (SOX, ISO, etc.)

Pay:

From $21.00 per hour

Work Location:

Hybrid remote in Seattle, WA 98108