Service Desk Onboarding & Support Specialist

This is a fully remote position, open to applicants in Armenia.

📋 Description

• Manage onboarding requests for new hires and confirm account and standard access prior to their first day.

• Deliver technical onboarding on the first day, including laptops, corporate applications, web browsers, messaging platforms, email, calendars, cloud storage, task management tools, VPN, telephony, two-factor authentication, and password management tools.

• Ensure the activation of accounts and tools, following up on any outstanding tasks.

• Oversee the offboarding process for employees, which includes account suspension, mailbox and document transfers, access revocation, equipment returns, device wiping, and asset updates.

• Grant, modify, and revoke access to corporate services following formal approval procedures.

• Manage licenses and seats for SaaS, AI, and developer tools.

• Coordinate laptop handovers, equipment delivery, returns, replacements, buyouts, and peripheral requests.

• Keep accurate records of assets.

• Provide first-line support via Slack, the Service Desk portal, and email, ensuring a response within one hour.

• Log, categorize, and monitor requests using Jira.

• Troubleshoot issues related to passwords, two-factor authentication, email, calendars, messaging, VPN, connectivity, macOS and Windows laptops, software, printers, internal applications, and telephony.

• Manage device-management notifications and escalate more complex issues to Level 2 or engineering teams as necessary.

• Meet Service Level Agreements (SLAs), update customers, secure confirmation before closing requests, and log working hours.

• Maintain onboarding documentation, checklists, and the internal knowledge base.

• Provide a weekly report on completed tasks, obstacles encountered, and priorities for the upcoming week.

⛳️ Requirements

• No previous professional experience in IT or Service Desk is necessary.

• Proficiency in English at a B2 level or higher is required.

• Confident in using both macOS and Windows operating systems.

• Familiarity with Google Workspace or Microsoft 365 is essential.

• Experience with Slack or a similar messaging platform (such as Teams, Discord, or Mattermost) is preferred.

• Familiarity with Jira or other task tracking systems (e.g., Trello, ClickUp, etc.) is advantageous.

• Ability to write clear and concise instructions for end users.

• Capacity to handle stress and maintain professionalism in busy or urgent situations.

• A genuine passion for assisting others and a service-oriented attitude.

• Strong written and verbal communication skills that are clear and friendly.

• Patience and concentration for handling high-volume, repetitive tasks.

• Attention to detail and a disciplined approach to following instructions and security protocols.

• Willingness to learn new systems and procedures quickly.

• Nice to have: experience in customer support, helpdesk, or technical support roles.

• Nice to have: proficiency in the Russian language.

• Nice to have: familiarity with ITSM / Service Desk systems.

• Nice to have: experience with password management tools.

• Nice to have: experience with Mobile Device Management (MDM) tools.

• Nice to have: basic understanding of VPN and networking concepts.

🏝️ Benefits

• Continuous learning and practical development opportunities.

• Opportunities for career advancement and professional growth.

• Flexible remote work arrangements.