IT Service Desk Technician

Who we are is what we do. Deel is the all-in-one payroll and HR platform for global teams. Our vision is to unlock global opportunity for every person, team, and business. Built for the way the world works today, Deel combines HRIS, payroll, compliance, benefits, performance, and equipment management into one seamless platform. With AI-powered tools and a fully owned payroll infrastructure, Deel supports every worker type in 150+ countries—helping businesses scale smarter, faster, and more compliantly. Among the largest globally distributed companies in the world, our team of 7,000 spans more than 100 countries, speaks 74 languages, and brings a connected and dynamic culture that drives continuous learning and innovation for our customers. Why should you be part of our success story? As the fastest-growing Software as a Service (SaaS) company in history, Deel is transforming how global talent connects with world-class companies – breaking down borders that have traditionally limited both hiring and career opportunities. We're not just building software; we're creating the infrastructure for the future of work, enabling a more diverse and inclusive global economy. In 2024 alone, we paid $11.2 billion to workers in nearly 100 currencies and provided healthcare and benefits to workers in 109 countries—ensuring people get paid and protected, no matter where they are. Our momentum is reflected in our achievements and customer satisfaction: CNBC Disruptor 50, Forbes Cloud 100, Deloitte Fast 500, and repeated recognition on Y Combinator's top companies list – all while maintaining a 4.83 average rating from 15,000 reviews across G2, Trustpilot, Captera, Apple and Google. Your experience at Deel will be a career accelerator. At the forefront of the global work revolution, you'll tackle complex challenges that impact millions of people's working lives. With our momentum—backed by a $17.3 billion valuation and $1 B in Annual Recurring Revenue (ARR) in just over five years—you'll drive meaningful impact while building expertise that makes you a sought-after leader in the transformation of global work. The Opportunity We're seeking a skilled and dependable IT Service Desk Technician to join our global IT team as a core member of the Internal IT Support team — Deel's real-time front door for every Deel employee IT request. This isn't a ticket queue you check between other work; it's the room. You'll be the first human voice thousands of employees hear when something breaks, and the quality of that first reply shapes how the whole company experiences IT. Beyond fielding requests as they land, you'll serve as an internal escalation point for urgent or complex matters — reading a thread, recognizing when something is bigger than it looks, and pulling in the right people before it becomes an incident. This is about building reliable systems, taking ownership of ambiguous problems in a fast-moving environment, and raising the bar for service delivery every day. What You’ll Do Own first-touch: triage incoming requests in real time, resolve what you can immediately, and route the rest with enough context that the next person doesn't have to re-ask the basics. Every request opens a ticket the moment it's posted, so working the queue and working the conversation are the same job — nothing gets lost between the two. Provide day-to-day support for end users across hardware, software, and systems, primarily on macOS and Windows platforms. Manage MDM deployment (Iru / Microsoft Intune), particularly in manual enrollment scenarios. Support onboarding and off-boarding processes, ensuring smooth account setup and secure transitions for employees. Troubleshoot and resolve issues related to core tools and platforms, including Google Workspace, Slack, Microsoft 365, and other SaaS applications. Recognize patterns across tickets — the same question surfacing repeatedly is a signal, not noise — and turn it into a knowledge base article, a Slack workflow, or a fix at the root. Create and maintain internal IT documentation, how-to guides, and knowledge base articles to support team efficiency and user self-service. Test, evaluate, and assist in the implementation of new SaaS tools and IT solutions. Identify inefficiencies or manual steps in current IT processes and recommend or implement automation and workflow improvements, including within Slack itself (workflows, bots, canned responses). Collaborate on IT projects, proof of concepts (PoCs), system rollouts, and broader process enhancements. Tech Stack You’ll Be Working With Identity & Access Management (IAM): Okta MDM Solutions: Iru, Microsoft Intune Platforms & Tools: Slack, Google Workspace tools, Jira Service Management, Claude, and more. Operating Systems: MacOS, Windows Preferred Skills Comfortable working — and communicating — in a high-volume, real-time chat-based queue, where every conversation is also the ticket. Strong experience with Identity & Access Management (IAM) and Single Sign-On (SSO) platforms, particularly Okta. Comfortable with MDM solutions for troubleshooting and remote device management. Familiarity with Information Security best practices and maintaining confidentiality when handling sensitive data. Proficient in administrative tools like Google Workspace, Slack, Jira, and similar platforms. Basic scripting ability (Bash or Python) to automate repetitive support tasks — a plus, not a requirement. Qualifications 5+ years of experience in IT support, systems administration, or a related technical role. Demonstrated experience in managing IT workflows, processes, and tech stack efficiency. OS-agnostic support capabilities (MacOS and Windows). Industry certifications such as CompTIA or other relevant credentials are a plus. Bonus: Background in company-wide IT operations, including AI-assisted support, ticketing systems, communication platforms, and user lifecycle management. What You'll Bring A proactive, ownership-driven mindset — you're trusted to use judgment on the fly, not just follow a script. Excellent written communication: clear, fast, and calm under busy threads. Sound judgment for knowing when to resolve, when to escalate, and when to loop in Security. A passion for supporting others and delivering high-quality technical service. Total Rewards Our workforce deserves fair and competitive pay that meets them where they are. With scalable benefits, rewards, and perks, our total rewards programs reflect our commitment to inclusivity and access for all. Our salary range reflects gross base salary. For commercial roles with commission eligibility, this figure represents On-Target Earnings (OTE), inclusive of base salary and target commission. Salary ranges are quoted in USD as a consistent global reference. Your offer will be localized to your country's currency using a market-aligned conversion. Final pay is based on objective, job-related criteria including experience, skills, and location. We don't ask about salary history. Offers are based on the role and what you bring to it. Some things you'll enjoy Stock grant opportunities dependent on your role, employment status and location Additional perks and benefits based on your employment status and country The flexibility of remote work, including optional WeWork access At Deel, we're an equal-opportunity employer that values diversity and positively encourage applications from suitably qualified and eligible candidates regardless of race, religion, sex, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, pregnancy or maternity or other applicable legally protected characteristics. Unless otherwise agreed, we will communicate with job applicants using Deel-specific emails, which include @ deel.com and other acquired company emails like @ payspace.com and @ paygroup.com. You can view the most up-to-date job listings at Deel by visiting our careers page. Deel welcomes persons with disabilities to apply to any of our open roles. We will provide application and/or interview accommodations on request throughout the recruitment, selection and assessment process for applicants with disabilities or other needs. If you require application and/or interview accommodations, please inform our Talent Acquisition Team via email ( recruiting@deel.com ) and a team member will be in touch to ensure your equal participation. As part of our hiring process, we primarily rely on interviews and role-related assessments. In limited cases, we may also consider informal background information relevant to the role, in line with our privacy and fairness obligations. This application process may utilise Automated Employment Decision Tools (AEDT) and AI systems to assist in evaluating candidates based on experience level, technical skills and qualifications. This processing is conducted in compliance with applicable Data Protection, AI Governance and Labour Laws. We ensure human oversight is maintained in all final hiring decisions. Your personal data is not used to train AI models. For more information on how we process your personal data, please see our Recruitment Privacy Policy. For NYC Residents: In accordance with NYC Local Law 144, an independent bias audit has been conducted on AEDT