Associate -IT Helpdesk

Responsibilities

• Serve as the primary point of contact for IT support requests via phone, email, and ticketing system.
• Install, configure, and maintain Windows OS (10/11) across desktops, laptops, and workstations.
• Set up and troubleshoot end-user devices including printers, scanners, webcams, docking stations, and other peripherals.
• Diagnose and resolve network connectivity issues including LAN, Wi-Fi, DNS, DHCP, and proxy configurations.
• Provide VPN support - installation, configuration, and end-user troubleshooting (Cisco AnyConnect, GlobalProtect, Fortinet, etc.).
• Administer and support Microsoft 365 services - Outlook, Teams, OneDrive, SharePoint, Exchange, and licensing.
• Support Citrix and Remote Desktop Services (RDS) environments including session management and application delivery.
• Deploy, update, and remove software applications in line with organizational policies and licensing agreements.
• Provision, snapshot, and maintain virtual machines using VMware vSphere.
• Manage user accounts, groups, and permissions in Active Directory; enforce Group Policy and MFA / SSO configurations.
• Configure Outlook, Teams and Zoom and other applications on company issued iPhones.
• Maintain accurate records of all support requests, resolutions, and asset inventory in the ServiceNow ticketing system.
• Escalate complex or unresolved issues to Level 2 / Level 3 support teams with thorough documentation.
• Participate in hardware refresh cycles, onboarding of new employees, and IT project rollouts as required.
• Qualification and Experience
• 8-10 years of proven experience in an IT helpdesk, desktop support, or similar technical support role.
• Strong working knowledge of Windows 10 and Windows 11 administration and troubleshooting.
• Hands-on experience configuring and supporting networking fundamentals (TCP/IP, DNS, DHCP, LAN/WAN).
• Hands-on experience with Citrix\RDS Support platform.
• Demonstrated experience with Microsoft 365 / Office 365 administration and end-user support.
• Familiarity with VMware vSphere or similar hypervisor platforms for basic VM management.
• Experience with Active Directory, Azure AD, and Identity & Access Management (IAM) processes.
• Degree or diploma in Computer Science, Information Technology, or a related field (preferred); equivalent experience considered.
• Core Competencies
• Demonstrates patience and empathy when supporting non-technical users. Customer Focus
• Articulates technical concepts clearly in spoken and written English. Communication
• Apply structured troubleshooting methodologies to diagnose issues efficiently. Problem Solving
• Comfortable working in a fast-paced environment with shifting priorities. Adaptability
• Collaborates effectively with colleagues across IT and business departments. Teamwork
• Maintains thorough, accurate records and follows change control procedures. Attention to Detail
• Work Schedule & Availability:
• Shift type: Rotational shifts - including mornings, evenings, and nights. Weekdays and Weekends.
• Night shift requirement: For the first 12 months, the role operates exclusively on the night shift. This is a structured onboarding period designed to provide full exposure to end-to-end process operations, which run primarily during night hours.
• After the initial 12-month period, the role transitions into a rotational shift pattern across day, evening, and night shifts on a [weekly/monthly] rotation basis.
• We believe transparency matters - candidates should be fully comfortable with the night shift commitment before applying. This structure has been designed intentionally to set new joiners up for long-term success in the role.
• Equal Opportunity Employment Policy

Benefits

Additional Information

Job Description Our Company Oaktree is a leader among global investment managers specializing in alternative investments, with $223billion in assets under management as of December 31, 2025. The firm emphasizes an opportunistic, value-oriented and risk-controlled approach to investments in credit, private equity, real assets and listed equities. The firm has over 1,400 employees and offices in 26 cities worldwide. For additional information please visit our website at www.oaktreecapital.com . Role Overview: The IT Helpdesk Technician serves as the first point of contact for all technology-related issues across the organization. This role is responsible for 24/7 It Support delivering prompt, courteous, and effective technical support to end users, ensuring minimal disruption to business operations. The successful candidate will be technically proficient, a strong communicator, and committed to delivering an exceptional user experience.

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