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.
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.
📋 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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