IT Help Desk Engineer

1 Month ago • 3 Years + • Software Development & Engineering

Job Summary

Job Description

The IT Help Desk Engineer will be responsible for providing technical support and ensuring the smooth operation of IT services. The role involves troubleshooting end-user issues, managing the provisioning of end-user devices (imaging laptops, software deployment), and collaborating with global colleagues. Responsibilities include initial contact for technical support, troubleshooting, providing solutions, working with IT teams, using help desk systems, establishing system standards, provisioning and configuring devices, and maintaining user accounts. This role requires fluency in Italian and proficiency in English.

Must have:

3+ years of IT Service Desk experience
Knowledge of PC hardware and office environments
Understanding of networking protocols and technologies
Proficiency in Microsoft Office suite
Experience with help desk systems
Experience with device provisioning and MDM management
Familiarity with Active Directory and user provisioning
Fluency in Italian and proficiency in English

Good to have:

Microsoft 365 certifications
Experience in information technology or system administration

8 skills required

8 skills required for this role

Add these skills to join the top 1% applicants for this job

ms-office

cross-functional

communication

problem-solving

budget-management

quality-control

networking

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Job Details

JMA makes 5G possible for organizations with the most critical connectivity demands in the world. From its global tech centers, JMA is ushering in a new era of connectivity for leading mobile carriers, the most iconic stadiums, major universities, leading healthcare facilities, and the busiest transit centers.

5G is more than another G on your phone — it is a generational opportunity to change the way the world operates. Join the industry’s fastest growing technology company to shape that future today.

The IT Help Desk Engineer will be responsible for providing technical support and ensuring the smooth operation of IT services. This role focuses on troubleshooting, resolving end-user issues, and managing the provisioning of end-user devices, including imaging laptops and deploying software via MDM platforms.

The individual in this position will support and collaborate daily with global colleagues to address technical challenges, present metrics, and contribute to IT operations. Additionally, she/he will utilize diagnostic methods and service desk systems to track, prioritize, and resolve technical requests efficiently.

The IT Help Desk Engineer will interface with other IT teams (network, systems, and security) to escalate and resolve more complex issues. They will also collaborate with the IT leadership to establish and maintain system standards and participate in cross-functional projects to enhance the overall IT infrastructure.

This position requires fluency in Italian and proficiency in English to communicate effectively with international colleagues and stakeholders.

This position may require travel to other Italian offices as required.

Responsibilities:

Act as the initial contact for JMA users requiring technical support, whether via phone, email, or face-to-face interactions.
Conduct effective troubleshooting by employing diagnostic methods and relevant questioning.
Assess and identify the most appropriate solutions based on issues and information provided by end-users.
Guide users step-by-step through the process of resolving their technical problems.
Work collaboratively with and support other members of the IT teams (network, systems, or security) to tackle more complex technical issues.
Utilize a service, help desk, or ticketing system to track, prioritize, and manage support requests efficiently.
Establish, document, and maintain system standards to ensure consistent performance.
Provision and configure end-user devices, including imaging laptops, deploying software, and managing mobile devices through MDM platforms.
Provision and maintain user accounts in Active Directory and other 3rd party systems as assigned.
Successfully complete assigned tasks and projects within the designated time frame, budget, and specifications.

Required Skills & Experience:

3+ years of Information Technology Service Desk or equivalent experience.
Possession of Microsoft 365 certifications is highly preferred.
Previous experience in information technology or system administration is desirable.
Knowledge of PC hardware, familiarity with office environments.
A thorough understanding of networking protocols, various platforms, and hardware technologies.
Proficient in Microsoft Office suite and related technologies, with a strong capability to learn new software and systems.
Experience with service/help desk systems for managing, troubleshooting, and resolving end-user support requests.
Hands-on experience with provisioning end-user devices, including laptop imaging, MDM management, and software deployment.
Familiarity with Active Directory and User provisioning.
Fluency in Italian and proficiency in English (both written and spoken) to effectively interface with global colleagues and present work/metrics to an international audience.
Energetic and team-oriented attitude, coupled with a willingness to provide support to end-users and an aptitude for continuous learning.
Excellent attention to detail with the ability to meticulously document, adhere to, and enforce standards across all IT platforms.

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At JMA, we don’t just accept differences — we embrace them. JMA is proud to be an equal opportunity workplace. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristic.