IT Helpdesk Officer

The objective of this position is to act as Territory IT Proximity Support Agent for: 

– Workstations (Windows 11, MacOS) 

– iOS Business phones 

– Smartcards 

– IT Incidents (Service Now) 

– System Center Configuration Management (SCCM) 

– Active Directory 

– Antivirus and security components 

Key responsibilities: 

• Manage all the user identity related activities: creation, exclusion, blocking, modification, permissions, entity transfer.
• Create and manage user groups
• Manage daily issues with credentials (passwords, user renewals, smartcard renewals)
• Mange Administrators and privileged accounts
• Inventory of software licenses
• Encryption and decryption of SSDs
• Manage Service Now CMDB inventory
• Ensure the stock of equipment is aligned with the needs of the entity

• Manage Obsolescence process for IT Hardware Assets
• Manage patches for anti-virus and operating system vulnerabilities
• Manage malware policy definitions and sandbox infrastructure
• Support Procurement department during the purchasing process of new workstations and related items (smartcards, badges, mouse, keyboards, etc).
• Act as 1st and 2nd level of technical support for hardware and software issues
• Manage the printing solution
• Manage other devices setup (such monitors, docking station, meeting rooms setup etc)
• Investigate the causes of issues in workstations (hardware and software related)
• Receive and prepare the rollout of new workstations
• Prepare the rollout of new versions of images for the workstations
• Manage the wired and Wi-Fi network environment
• Activation and deactivation of badges and smartcards
• Assist and warn IT Security teams on workstation and user security incidents and breaches
• Assist HR in the onboarding and departure processes related to IT (user blocking, equipment delivery, etc)

What we are looking for: 

You have at least 3 years of experience in an IT service Desk dealing with Workstations, iOS, Business phones Smartcards, IT Incidents. 

You have experience with: 

• Methodologies: ITSM & ITIL framework knowledge
• Configuration Management, Access & Security: Active Directory, SCCM GPOs, HVD, Citrix, Trellix
• Workstations: managing and configuring Windows and MacOS based devices & VMs, Mac OS, packaging, updating
• Collaboration tools: MS Exchange, MS Teams, Office 365, MS SharePoint
• Mobile devices: iOS & Microsoft Intune
• VPN: Managing and configuring VPN Cisco Secure Client
• Service Management tools: ServiceNow
• Security Vulnerability Management
• You have excellent written and verbal communication skills (both English and Romanian); another language such as French is a plus