The Lotter

&lt;p&gt;&lt;strong&gt;Department:&lt;/strong&gt; IT&lt;br&gt;&lt;strong&gt;Reports To:&lt;/strong&gt; Global IT Manager&lt;/p&gt;
&lt;p&gt;&lt;/p&gt;
&lt;p&gt;&lt;strong&gt;Job Overview:&lt;/strong&gt;&lt;/p&gt;
&lt;p&gt;We are seeking a proactive and skilled Help Desk Specialist with a minimum of two years of experience to oversee and support the day-to-day IT help desk operations across our offices in Europe and U.S. The ideal candidate will ensure the efficient delivery of technical support services, manage incident response workflows, and contribute to the continuous improvement of IT support practices. This role reports directly to the Global IT Manager and plays a key part in maintaining operational stability and end-user satisfaction.&lt;/p&gt;
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&lt;p&gt;&lt;strong&gt;Key Responsibilities:&lt;/strong&gt;&lt;/p&gt;
&lt;ul&gt;
&lt;li&gt;Provide Level 1 and Level 2 support to employees across multiple time zones (Malta, Romania, New Jersey).&lt;/li&gt;
&lt;li&gt;Manage, prioritize, and resolve help desk tickets via the company’s IT service management platform.&lt;/li&gt;
&lt;li&gt;Monitor system performance and identify recurring issues; escalate as necessary.&lt;/li&gt;
&lt;li&gt;Coordinate with vendors when on-site support is required.&lt;/li&gt;
&lt;li&gt;Maintain accurate documentation of support requests, solutions, and best practices.&lt;/li&gt;
&lt;li&gt;Assist in the onboarding and offboarding of employees, including equipment setup and account provisioning.&lt;/li&gt;
&lt;li&gt;Support software deployments, updates, and patches across regions.&lt;/li&gt;
&lt;li&gt;Ensure compliance with company IT policies and security protocols.&lt;/li&gt;
&lt;li&gt;Collaborate with the Global IT Manager to implement global IT initiatives and improvements.&lt;/li&gt;
&lt;/ul&gt;
&lt;p&gt;&lt;strong&gt;Requirements:&lt;/strong&gt;&lt;/p&gt;
&lt;ul&gt;
&lt;li&gt;Minimum of 2 years of experience in an IT help desk or technical support role.&lt;/li&gt;
&lt;li&gt;Strong troubleshooting skills in Windows and/or macOS environments.&lt;/li&gt;
&lt;li&gt;Familiarity with Office 365, remote support tools, and help desk ticketing systems.&lt;/li&gt;
&lt;li&gt;Excellent communication and customer service skills.&lt;/li&gt;
&lt;li&gt;Ability to manage tasks independently and across multiple locations.&lt;/li&gt;
&lt;li&gt;Experience working in a multinational or geographically distributed environment is a plus.&lt;/li&gt;
&lt;/ul&gt;
&lt;p&gt;&lt;/p&gt;