job description
Join a dynamic IT team as a Service Desk Analyst in a secure, ITAR-compliant environment, supporting global users with cutting-edge technology solutions. This role is critical in maintaining operational excellence by resolving IT incidents and service requests while upholding the highest security and compliance standards.
Based in the vibrant hub of Bali, Indonesia, you’ll collaborate with international teams to deliver seamless IT support, ensuring minimal downtime and maximum user satisfaction. The ideal candidate will be a US citizen with a proactive approach to problem-solving and a deep understanding of IT service management in regulated environments.
This is a unique opportunity to work in a fast-paced, globally connected setting while enjoying the work-life balance that Bali offers. If you’re passionate about IT support and thrive in a compliance-driven atmosphere, we’d love to hear from you.
Responsibility
- Provide first-level IT support to global users via phone, email, and ticketing systems, ensuring timely resolution of incidents and service requests.
- Troubleshoot hardware, software, and network issues, escalating complex problems to higher-tier support when necessary.
- Maintain strict adherence to ITAR (International Traffic in Arms Regulations) and other security protocols to protect sensitive data.
- Document all support interactions, solutions, and follow-up actions in the IT service management system.
- Monitor and respond to system alerts, ensuring proactive identification and resolution of potential IT issues.
- Collaborate with cross-functional teams to implement IT improvements and enhance user experience.
- Assist in the onboarding and offboarding of users, including account provisioning, access management, and equipment setup.
- Stay updated on emerging IT trends, security best practices, and compliance requirements to provide informed support.
Qualifications
- US citizenship is mandatory due to ITAR compliance requirements.
- Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
- Proven experience (2+ years) in IT support, helpdesk, or service desk roles, preferably in a global or regulated environment.
- Strong knowledge of Windows/macOS, Microsoft Office 365, Active Directory, and networking fundamentals.
- Familiarity with ITIL frameworks and IT service management tools (e.g., ServiceNow, Jira, Zendesk).
- Excellent communication and problem-solving skills, with the ability to explain technical issues to non-technical users.
- Ability to work independently and collaboratively in a fast-paced, remote or hybrid setting.
- Certifications such as CompTIA A+, ITIL v4, or Microsoft Certified: Modern Desktop Administrator are a plus.