[ref. c4706300] IT Service Desk Administrator

Who we are.

With our extensive product offerings and personalized support, we take pride in collaborating with our customers to serve their online presence needs. The strength of our company lives in the intersection of our people, our customers, and our brands.

IT ServiceDesk Admin will assist in coordinating end user-related projects and actively communicate areas of need, urgency, or other pertinent data in a timely manner.

What you'll do & how you'll make your mark:

• Respond to support requests via chat, email, or ticketing system (ServiceNow)
• Provide first-level technical support for Windows and macOS devices
• Troubleshoot issues related to Microsoft 365, email, VPN, and printers
• Assist with password resets, account unlocks, and basic Active Directory tasks
• Set up new user accounts and configure desktops/laptops for onboarding
• Install and update software as directed
• Maintain accurate documentation of issues and resolutions in the ticketing system
• Escalate complex problems to Level 2 or specialized IT teams
• Help track IT assets and support inventory processes
• Support local and remote employees with professionalism and patience

• 1–2 years of IT support experience (help desk, desktop support, or equivalent)
• Familiarity with Windows 10/11, macOS, Microsoft Office 365, and basic networking concepts
• Experience with common IT support tools (e.g., ServiceNow, remote desktop software)
• Ability to troubleshoot common hardware and software issues
• Basic Active Directory experience (user account support, password resets)
• Strong communication, organization, and customer service skills
• Ability to work independently and manage multiple support tickets at once
• A+, MCP, or other relevant IT certifications are a plus

• Work-life balance. Our work is thrilling and meaningful, but we know balance is key to living well.
• We celebrate one another’s differences. We’re proud of our culture of diversity and inclusion. We foster a culture of belonging. Our company and customers benefit when employees bring their authentic selves to work. We have programs that bring us together on important issues and provide learning and development opportunities for all employees. We have 20 + affinity groups where you can network and connect with Newfolders globally.
• We care about you. We are a family, and we care about you and your family’s physical and mental health by providing competitive HMO benefits – 175k MBL with two free dependents upon regularization! We also give out Punctuality Bonus, Generous Vacation policy, and much more!
• Where can we take you? We’re fans of helping our employees learn different aspects of the business, be challenged with new tasks, be mentored, and grow their careers. Unfold new possibilities with #teamnewfold!