IT Service Desk Specialist
About The Position
Talon.One is seeking an IT Service Desk Specialist for its US operations to manage day-to-day IT operations and support for US-based employees. This role involves independently assessing technical needs, administering and improving systems, developing solutions to technical and operational challenges, and driving improvements across US IT processes. The specialist will use independent judgment to evaluate issues, determine solutions, prioritize needs, and recommend improvements to the IT environment. The position is part-time (30 hours/week) with a flexible schedule aligned with US business needs, including availability during key US afternoon hours. The preferred location is Denver, but the candidate must be located in the United States.
Requirements
- 1–2+ years of experience in an IT support, helpdesk, or service desk role
- Solid working knowledge of macOS and Windows environments
- Familiarity with MDM solutions (e.g. Jamf) for device management
- Basic understanding of network fundamentals (DNS, VPN, Wi-Fi troubleshooting)
- Hands-on experience with Google Workspace (Gmail, Drive, Calendar, Meet) and common collaboration tools (Slack, Zoom)
- Exposure to identity and access management tools (e. g. Google Workspace Admin)
- Familiarity with ticketing systems
- Ability to troubleshoot connectivity, hardware, account access, and application issues remotely
- Clear and friendly written and verbal communication
- A patient, service-oriented mindset
- Reliable, autonomous working style
- Fluent English
Nice To Haves
- Additional languages are a plus
Responsibilities
- Independently assess, prioritize, and resolve IT incidents and service requests received through the ticketing system, email, and chat, determining appropriate solutions and resolution paths.
- Diagnose and resolve hardware and software issues across laptops, peripherals, macOS, Windows, Google Workspace, Slack, Zoom, and other SaaS platforms, applying independent technical judgment to determine appropriate solutions.
- Own and prioritize IT requests during US business hours, balancing business impact, urgency, security considerations, and service expectations to determine appropriate resolution.
- Partner with the Berlin IT team on complex technical matters and global IT initiatives, independently resolving issues within the role’s area of responsibility and collaborating where broader expertise or coordination is required.
- Develop and continuously improve IT documentation, processes, knowledge resources, and self-service solutions, identifying opportunities to reduce recurring issues and improve the employee experience.
- Manage key aspects of the US device lifecycle and asset-management process, including inventory, provisioning, configuration, security requirements, replacements, and offboarding.
- Identify recurring or complex technical issues, analyze root causes, and recommend or implement scalable solutions and process improvements in partnership with the broader IT team.
Benefits
- $1,200 annual learning budget
- Flexible PTO policy
- $350 home office setup budget
- $50 monthly home office allowance
- Freedom to work from abroad for up to 90 days worldwide
- WeWork On-Demand access
- Mental health support with nilo.health
- Top-tier Medical, Dental, and Vision plans (Blue Cross Blue Shield MA, MetLife, VSP)
- 401(k) plan, including a 100% company match on your contributions up to 4%
- 100% company-paid Life Insurance, Short-Term, and Long-Term Disability coverage
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Education Level
No Education Listed
