[Hiring] IT Service Desk Specialist @Talon.One

Role Description

As our IT Service Desk Specialist – US, you'll own day-to-day IT operations and support for our US-based employees. You’ll independently evaluate technical needs, administer and improve systems, develop solutions to technical and operational challenges, and drive improvements across our US IT processes.

The role requires independent judgment in evaluating issues, determining appropriate solutions, prioritizing competing needs, and recommending improvements to our IT environment.

• Independently assess, prioritize, and resolve IT incidents and service requests received through the ticketing system, email, and chat.
• Diagnose and resolve hardware and software issues across laptops, peripherals, macOS, Windows, Google Workspace, Slack, Zoom, and other SaaS platforms.
• Own and prioritize IT requests during US business hours, balancing business impact, urgency, security considerations, and service expectations.
• Partner with the Berlin IT team on complex technical matters and global IT initiatives.
• Develop and continuously improve IT documentation, processes, knowledge resources, and self-service solutions.
• Manage key aspects of the US device lifecycle and asset-management process.
• Identify recurring or complex technical issues, analyze root causes, and recommend or implement scalable solutions and process improvements.

Qualifications

• 1–2+ years of experience in an IT support, helpdesk, or service desk role.
• Solid working knowledge of macOS and Windows environments.
• Familiarity with MDM solutions (e.g. Jamf) for device management.
• Basic understanding of network fundamentals (DNS, VPN, Wi-Fi troubleshooting).
• Hands-on experience with Google Workspace (Gmail, Drive, Calendar, Meet) and common collaboration tools (Slack, Zoom).
• Exposure to identity and access management tools (e.g. Google Workspace Admin).
• Familiarity with ticketing systems.
• Ability to troubleshoot connectivity, hardware, account access, and application issues remotely.
• Clear and friendly written and verbal communication.
• A patient, service-oriented mindset.
• Reliable, autonomous working style.
• Fluent English (additional languages are a plus, but not required).

Benefits

• $1,200 annual learning budget.
• Manage your own time off with our flexible PTO policy.
• $350 home office setup budget, a $50 monthly home office allowance.
• Freedom to work from abroad for up to 90 days worldwide!
• WeWork On-Demand access for flexible workspace solutions.
• Mental health support with nilo.health.
• Choose from top-tier Medical, Dental, and Vision plans.
• Build your savings with our 401(k) plan, including a 100% company match on your contributions up to 4%.
• 100% company-paid Life Insurance, Short-Term, and Long-Term Disability coverage.
• The estimated total compensation for this role is $60,000 - $65,000.

Company Description

Talon.One is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. We do not make employment decisions on the basis of race, color, religious belief, ethnic origin, nationality, sex, gender identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by company policy.

As an employer, we strive for a healthy and safe workplace and strictly prohibit harassment of any kind.