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As an Associate Help Desk Support Specialist, you’ll be the first point of contact for resolving technical issues, managing user access, and setting up hardware and software. You’ll support employee onboarding, maintain support documentation, and help ensure smooth day-to-day operations. This is a great role for someone eager to learn and deliver excellent service in a fast-paced environment.
We’re looking for a knowledgeable, customer-focused IT Support Specialist to join Rula’s IT Service Desk. In this role, you’ll support our team by providing technical assistance, troubleshooting hardware and software issues, and keeping our IT knowledge base up to date. You’ll work closely with teams across the company to maintain a secure, efficient, and reliable tech environment that helps drive our mission forward.
This role is critical to keeping our day-to-day operations running smoothly while also helping us scale for the future. Diagnose and resolve day-to-day technical issues, monitor daily reports and logs for errors, serve as the first line of support for internal teams experiencing operational tech issues, and escalate and coordinate fixes with engineering as needed.
This role is responsible for providing hands-on technical support for internal hardware, software, and network-related issues. You will be the first line of defense for IT support, ensuring smooth operations for a distributed team, maintaining corporate systems, and contributing to a secure, modern workplace infrastructure. The ideal candidate is a strong communicator, problem-solver, and collaborative team partner with a customer-first attitude.
Serve as the lead technical contact and team manager for our outsourced help desk operations. Establish and manage the help desk function through Assist World, providing Tier 2/3 support, training help desk members, and ensuring consistent service delivery across all users. Lead and train BPO-based help desk team members supporting Microsoft 365 and Google Workspace.
The IT Helpdesk Analyst is a technology versatilist able to apply a depth of skill to new and existing processes, systems and infrastructure related to global IT. They will perform implementation, maintenance, and asset management tasks as well as assist in system design. This role will provide oversight and receive escalations from Junior Staff as well as support and escalate to Senior Team members where required.