Sole Hire
Recruitment • B2B
<Sole Hire> is a US- and Canada-focused HR and recruitment firm that provides end-to-end talent solutions and HR services to employers. The company offers direct hire, recruiting-as-a-service (RaaS), executive search, temporary staffing, contractor placement (1099), and outplacement/job-seeker support programs. Additional services include HR consulting and outsourcing, performance management, compensation & benefits, employee engagement, learning & development, diversity & inclusion training, investigations, corporate training, and recruitment program development. Sole Hire supports military transitions, offers discounts to veterans, women, small and minority-owned businesses, and focuses on partnering with organizations to deliver customized hiring and HR solutions.
1 - 10 employees
Founded 2016
🎯 Recruiter
🤝 B2B
IT Helpdesk Configuration and Documentation Specialist, ITIL Certification Required
Job not on LinkedIn
October 29
Sole Hire
Recruitment • B2B
<Sole Hire> is a US- and Canada-focused HR and recruitment firm that provides end-to-end talent solutions and HR services to employers. The company offers direct hire, recruiting-as-a-service (RaaS), executive search, temporary staffing, contractor placement (1099), and outplacement/job-seeker support programs. Additional services include HR consulting and outsourcing, performance management, compensation & benefits, employee engagement, learning & development, diversity & inclusion training, investigations, corporate training, and recruitment program development. Sole Hire supports military transitions, offers discounts to veterans, women, small and minority-owned businesses, and focuses on partnering with organizations to deliver customized hiring and HR solutions.
1 - 10 employees
Founded 2016
🎯 Recruiter
🤝 B2B
📋 Description
• This is a remote position. We are seeking an ITIL-certified detail-oriented helpdesk technician who will focus on helpdesk documentation. • Daily monitoring and update of service catalog entries in Thread AI and Autotask for accuracy. • Collaboration with Backend Director on new platform capabilities requiring service catalog updates. • Coordination with Frontend Director on service delivery changes affecting catalog presentation. • Review and update service pricing, SLAs, and availability per client organization. • Audit and optimization of service catalog across all client instances. • Maintain, review and update specialized SOPs for application administration, user management, and compliance requirements. • Coordinate with the client-team to develop and maintain client-team specific documentation and service procedures.
🎯 Requirements
• ITIL Certification REQUIRED • Experience with service desk operations and workflow management • Strong practical experience with ITIL service management principles and service catalog management • Experience with Thread AI and Autotask PSA required • Proficiency with Markdown, Confluence, SharePoint, and service desk documentation systems • Ability to understand and document automated workflow relationships and system integrations • Experience managing service configurations across multiple applications and client-teams • Basic understanding of REST APIs, webhook configurations, and integration workflows • Familiarity with Git or similar version control systems for documentation versioning • 3+ years experience in ITIL-based service catalog and service desk operations • Experience supporting multiple applications and client-teams through service desk operations • Proven track record maintaining accurate service catalogs and service level agreements • Experience managing service changes and documentation updates across multiple applications • Knowledge of SOC 2, HIPAA, or similar compliance frameworks for service documentation • Basic SQL or similar query understanding for reporting, metrics analysis, and service performance measurement • Ability to communicate service delivery concepts to diverse stakeholders • Experience working collaboratively with senior leadership on strategic initiatives • Exceptional technical writing skills focused on service desk and ITIL documentation
🏖️ Benefits
• Paid time off
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