Osmii
Desktop Support Specialist
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IT Support Analyst II
Location: Remote (EMEA Support)
Contract Duration: 6 Months Initial
Working Pattern: Part-Time / 3 Days per Week (Tuesday – Thursday)
About the Role
We are seeking an IT Support Analyst II with strong technical troubleshooting experience to provide remote desktop support across the EMEA region.
Our IT team plays a crucial role in supporting the infrastructure that powers global operations. From endpoint support to system administration, you will ensure employees have the tools, systems, and technical assistance they need to succeed in a fast-paced environment.
What You’ll Do
- Endpoint & Remote Support: Provide hands-on support for endpoint devices (PCs, Macs, and mobile devices) through remote interactions, phone, and ticketing systems.
- Ticket Resolution: Manage and resolve Helpdesk tickets efficiently, ensuring timely resolution and high customer satisfaction.
- Provisioning & Deployment: Deploy, configure, and maintain hardware and software for new hires and existing staff.
- Systems Troubleshooting: Identify and resolve network, telephony, and core application issues across remote teams.
- User Administration: Assist with user account management, system access controls, and collaboration tool administration.
- Maintenance & Compliance: Maintain accurate hardware/software inventory while ensuring compliance with ITIL, security, and regulatory standards.
- Process Improvement: Participate in system maintenance, documentation, and continuous workflow enhancements.
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- Experience: 3–5 years of hands-on IT support experience with strong troubleshooting expertise across both Windows and macOS environments.
- Hardware & OS: Familiarity with HP, Lenovo, and Apple hardware, alongside iOS/Android devices and standard imaging software.
- Remote Support: Proven track record providing remote desktop support to distributed/international teams across EMEA.
- Soft Skills: Excellent communication and interpersonal skills with a strong customer-service mindset.
- Approach: Proactive, independent problem-solver who thrives in a fast-paced environment and prioritizes compliance and security.
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