IAM IT Helpdesk Technician-64576776260

SLA Adherence: Partner closely with Service Desk leadership to ensure technical SLA targets are continuously met or exceeded.

Documentation: Log and document completed access workflows, maintaining accurate system-of-record updates.

Process Optimization: Proactively identify opportunities to streamline or automate repetitive access processes, maintaining strict confidentiality regarding user credentials and corporate data.

Experience: 2+ years of progressive experience within a Service Desk, IT Support, Help Desk, or dedicated IAM environment.

Core Systems Literacy: Hands-on experience administering Microsoft 365 environments, Exchange Online, and Active Directory / Entra ID frameworks.

Lifecycle Workflows: Proven track record handling high-volume provisioning and deprovisioning workflows within structured ITSM ticketing systems.

The "Behind-the-Scenes" Mindset: Exceptional attention to detail, strong organizational habits, and the ability to follow documented processes while exercising independent technical judgment.

Communication: Highly articulate written and verbal English communication skills.

Infrastructure: A reliable, high-speed remote internet connection and a quiet, professional home office setup.

Prior experience supporting large, distributed user populations across rapidly scaling, international organizations.

Deep experience administering permissions within multiple disparate SaaS applications simultaneously.

Functional exposure to ITIL frameworks and IT service management best practices.

Direct experience supporting U.S.-based companies in a remote capacity.

Ticket Velocity & Accuracy: Processing onboarding and offboarding requests efficiently with a near-zero configuration error rate.

SLA Performance: Consistently resolving time-sensitive access and termination requests within team guidelines.

Autonomy: Demonstrating strong critical thinking and problem-solving abilities, requiring minimal operational oversight post-onboarding.