Associate IT Service Desk Technician

Who We Are

Arcadia is the AI-powered energy intelligence platform for businesses. We replace fragmented tools and manual workflows with one platform to pay utility bills, buy energy, and advance sustainability — across every location, at enterprise scale.

Trusted by Fortune 2000 companies, Arcadia combines unified data, AI-powered analytics, and expert advisory to help enterprise teams save money, mitigate risk, and cut carbon.

We Deliver This Through Three Comprehensive Solutions

• Utility Bill Management: Automating the entire utility bill lifecycle — from data capture and validation to payment processing and auditing.
• Energy Procurement Advisory: Bringing together comprehensive data, AI-powered analytics, market expertise, and a strong partner network to make sophisticated procurement options accessible to all. .
• Sustainability Reporting — Verified emissions data with seamless integration into leading sustainability platforms.
  
  

Tackling the world's most complex energy challenges requires diverse thinking. We're building teams of people from different backgrounds, industries, and disciplines — united by a belief that energy management should be simple, intelligent, and a genuine driver of business value.

What We’re Looking For

We're looking for an Associate IT Service Desk Technician. The role focuses on providing the first line of support for IT operations and will mainly be responsible for incident and service request management in Jira. Also provides technical knowledge enhancement, manages the escalation process, and handles the critical process of account termination. Supporting the clients globally in a 24x6 setup with a flexible working schedule.

Responsibilities

• Manage tickets in Jira Ticket Management that covers APAC, NORAM, and other Arcadia offices.
• Triage issues according to type – Service Request and Incident Tickets – escalation to L2 Support or appropriate support.
• Able to support client applications such as Okta, Citrix, Google Workspace, MS Intune and IRU.
• Able to support clients using remote tools (ConnectWise and BeyondTrust).
• Able to support Hardware Issues.
• Able to assist clients through phone calls, chat and email.
• Responsible for Queue Management process.
• Update and create Knowledge Based articles.
• Handles escalation to various groups and through PagerDuty Tool.
• Responsible for processing the onboarding and offboarding tickets.
• Configure and set up computers and other hardware peripherals.
• Works with L2 support for IT-related onboarding and offboarding procedures.
• Assist in the implementation of system changes for every workstation and user account. Example: Domain-to-domain migration, implementation of new cloud-based platforms, and latest Windows versions.
• Creates incident reports.
• Works with the Information Security and Infrastructure team on implementing security initiatives across the company, such as security patches and bandwidth utilization.
• Provides support for corporate events such as town hall meetings and conventions.
• Setting performance and career goals in Rippling.
• Miscellaneous duties/projects as assigned.
  
  

Qualifications

Education:

• A Bachelor’s degree in Computer Science, Information Technology, or equivalent areas of focus.
  
  

Requirements

• Minimum of at least 1-2 years of experience in a Helpdesk or ServiceDesk.
• Must have at least 1-2 years of experience in IT ticketing platforms and Process
• In-depth troubleshooting and documentation creation experience.
• Must have in-depth experience with M365, Google Workspace and Okta applications.
  
  

Skills/Abilities

• Basic knowledge of computers and common software
• Excellent verbal and written communication skills.
• Excellent customer service skills.
• Excellent interpersonal skills to foster cooperation among users, support teams, and peers.
• Ability to work with minimal supervision.
• Client-first oriented approach to service.
• Proven ability to solve complex problems under pressure.
• Flexible in terms of schedule rotation.
• Must have in-depth experience with M365 and Google Workspace applications.
• Able to work on shifting schedules.
  
  

Preferred Skills

• ITIL v4 Foundation trained/certified.
• Experience on Jira Ticket Management
• Experience on Citrix and VPN applications.
• Experience with Google Workspace and Okta
• Experience in MacOS is a plus
  
  

Work Environment

• Shifting Schedule from Monday to Saturday 24/6 including Holidays.
• Performing duties and attending events during the evening and on the weekend occurs occasionally and may be required.

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