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IT Helpdesk & Operations Analyst
We are looking for an IT Helpdesk & Operations Analyst to support our US-based client by managing IT support requests, user onboarding/offboarding, access management, and day-to-day IT operations. The ideal candidate should have excellent communication skills, a strong customer service mindset, and experience working with ticketing systems in a fast-paced environment.
Key Responsibilities
- Handle L1/L2 IT helpdesk tickets and ensure timely resolution within defined SLAs.
- Coordinate with engineering, infrastructure, and business teams to resolve incidents and service requests.
- Perform user onboarding and offboarding, including provisioning and deprovisioning accounts and access.
- Manage Microsoft 365 accounts, user groups, permissions, and basic administration.
- Create, assign, track, and update tickets using Jira or similar ticketing systems.
- Maintain accurate documentation, knowledge base articles, and standard operating procedures (SOPs).
- Monitor ticket queues, prioritize requests, and provide regular status updates to stakeholders.
- Assist in incident coordination, follow-up, and documentation under the guidance of the Incident Lead.
- Support hardware and software setup for new employees and troubleshoot day-to-day IT issues.
- Identify recurring issues and recommend process improvements.
Required Skills
- Excellent verbal and written communication skills.
- Experience with Jira, ServiceNow, or similar ticketing tools.
- Hands-on experience with Microsoft 365 administration (Outlook, Teams, Azure AD/Entra ID, user access management).
- Good understanding of Windows and macOS troubleshooting.
- Experience with user onboarding/offboarding and access management.
- Understanding of incident management, SLA tracking, and escalation processes.
- Strong documentation and organizational skills.
- Ability to multitask and work independently in a fast-paced environment.
Preferred Qualifications
- Basic knowledge of identity and access management (IAM), SSO, or Azure AD.
Notice Period
- Immediate joiners or candidates with a notice period of 30 days or less will be preferred.
Your Well-Being, Our Priority
At AcmeMinds, we believe people do their best work when they feel supported, valued, and empowered.
Open Culture
Just clear communication, shared goals, and mutual respect.
Work-Life Balance
We believe in focused work during work hours & real life after. Our team culture encourages personal time.
Health Benefits
Comprehensive medical coverage and access to mental wellness resources because your health matters.
Inclusive Culture
We celebrate differences, champion diversity, and ensure everyone feels safe to be their authentic selves.
The AcmeMinds Hiring Journey
Intro & Interview
A quick, friendly conversation to get to know you and for you to get to know us.
Final Interview
A conversation with leadership, culture fit, career goals, and what growth looks like at AcmeMinds.
Offer & Induction
If it’s a match, we’ll send your offer and get you started with a smooth, welcoming onboarding.
How to Apply
Submit your application using the form with your details and updated CV.
Alternatively, you may email your resume to hiring@acmeminds.com with the subject line:
<Job Title> <Your name>