Information Technology Help Desk Support

The successful candidate will have a strong technical background, excellent communication skills, and the ability to troubleshoot and resolve many IT-related issues. In addition to be the IT-site lead on the ground in Concord, you will be working closely with our core IT team, located in Denmark as well as our local partner in Concord.

Responsibilities:

1) First Line Support Management:

Ensuring positive customer experience and efficient help-desk ticketing management by guiding the 1st line support.

Assist with user account management, password resets, and access permissions as well as local sourcing of hardware and software.

Support local infrastructure like local network, WIFIâ s, backup etc.

2) Local Second Line Support:

Capable of handling some local 2nd line technical issues and involve the DK team when needed. In addition, you will be working with our local IT partner in Concord on more advanced setups and compliance related cases.

Conduct in-depth troubleshooting to identify and resolve complex problems related to both Windows and Linux environments.

Work with our Operations and Development teams to ensure our IT infrastructure supports our business needs.

Collaborate with the Danish IT team and external vendors to resolve issues and implement solutions.

Document and maintain detailed records of issue resolution steps and procedures.

3) Windows and Linux Environment Management:

Configure, install, and maintain Windows and Linux operating systems.

Monitor system performance, troubleshoot errors, and optimize system resources.

Implement security measures to safeguard systems and data, including ensuring timely escalation of cyber security issues and drive local awareness.

Create and update documentation for troubleshooting procedures, system configurations, and user guides.

4) Collaboration, Communication and Compliance:

Collaborate with cross-functional teams to implement IT projects and upgrades.

Ensure compliance with corporate IT policies and procedures.

Communicate effectively with both technical and non-technical stakeholders.

Participate in regular team meetings and contribute to knowledge-sharing initiatives.

Requirements:

3-7 years of experience working within IT and/or Bachelor's degree in Information Technology, Computer Science, or related field.

Proficiency in troubleshooting issues on both Windows and Linux operating systems.

Strong knowledge of networking concepts, hardware, and software configurations.

Strong understanding of IT security and how corporate security policies are implemented locally.

Strong communication and interpersonal skills.

Ability to work independently and collaboratively within a team in a structured manner.

Knowledge of NIST800-171 and ISO27001 will be preferential.

Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional, Linux Professional Institute Certification) are a plus.

If you are a proactive problem-solver with a passion for technology and a commitment to delivering exceptional customer service, we invite you to apply for this exciting opportunity in our IT department.