IT Service Desk Specialist

ABOUT TALON.ONE: Talon.One is the most powerful incentives engine that unifies loyalty, promotions and gamification into one holistic platform. Backed by enterprise-grade security and scalability, Talon.One empowers companies to build personalized, profitable promotions and loyalty programs using any data. Today, over 250 of the world’s most-loved brands including Adidas, Sephora and Carlsberg work with Talon.One to drive deeper engagement and lasting loyalty with their customers. ABOUT THE TEAM: You’ll be joining our IT team, currently based in Germany, which keeps the day-to-day technology running smoothly for Taloners across all our global hubs. As we expand our US footprint, we are strengthening our IT presence in the Americas to provide responsive support while building scalable and effective IT operations across the region. This role will partner closely with the Berlin-based IT team while independently owning defined IT systems, processes, and initiatives for the US organization. ABOUT THE ROLE: As our IT Service Desk Specialist – US, you'll own day-to-day IT operations and support for our US-based employees. You’ll independently evaluate technical needs, administer and improve systems, develop solutions to technical and operational challenges, and drive improvements across our US IT processes. The role requires independent judgment in evaluating issues, determining appropriate solutions, prioritizing competing needs, and recommending improvements to our IT environment. Type: Part-time (30 hours/week) Schedule: Flexible schedule aligned with US business needs, including availability during key US afternoon hours Location: Denver preferred; must be located in the United States ONCE YOU ARE HERE YOU WILL: Independently assess, prioritize, and resolve IT incidents and service requests received through the ticketing system, email, and chat, determining appropriate solutions and resolution paths. Diagnose and resolve hardware and software issues across laptops, peripherals, macOS, Windows, Google Workspace, Slack, Zoom, and other SaaS platforms, applying independent technical judgment to determine appropriate solutions. Own and prioritize IT requests during US business hours , balancing business impact, urgency, security considerations, and service expectations to determine appropriate resolution. Partner with the Berlin IT team on complex technical matters and global IT initiatives , independently resolving issues within the role’s area of responsibility and collaborating where broader expertise or coordination is required. Develop and continuously improve IT documentation, processes, knowledge resources, and self-service solutions , identifying opportunities to reduce recurring issues and improve the employee experience. Manage key aspects of the US device lifecycle and asset-management process , including inventory, provisioning, configuration, security requirements, replacements, and offboarding. Identify recurring or complex technical issues, analyze root causes, and recommend or implement scalable solutions and process improvements in partnership with the broader IT team. WHAT WE NEED YOU TO BRING TO THE TABLE: 1–2+ years of experience in an IT support, helpdesk, or service desk role Solid working knowledge of macOS and Windows environments Familiarity with MDM solutions (e.g. Jamf) for device management Basic understanding of network fundamentals (DNS, VPN, Wi-Fi troubleshooting) Hands-on experience with Google Workspace (Gmail, Drive, Calendar, Meet) and common collaboration tools (Slack, Zoom) Exposure to identity and access management tools (e. g. Google Workspace Admin) Familiarity with ticketing systems Ability to troubleshoot connectivity, hardware, account access, and application issues remotely Clear and friendly written and verbal communication — you’ll be the face of IT for our US employees A patient, service-oriented mindset: you genuinely enjoy helping people and stay calm under pressure Reliable, autonomous working style — you’re comfortable managing your own queue and knowing when to escalate Fluent English (additional languages are a plus, but not required) WHAT'S IN IT FOR YOU: $1,200 annual learning budget Manage your own time off with our flexible PTO policy $350 home office setup budget, a $50 monthly home office allowance Freedom to work from abroad for up to 90 days worldwide! WeWork On-Demand access for flexible workspace solutions Mental health support with nilo.health Choose from top-tier Medical, Dental, and Vision plans (Blue Cross Blue Shield MA, MetLife, VSP) Build your savings with our 401(k) plan, including a 100% company match on your contributions up to 4% We provide 100% company-paid Life Insurance, Short-Term, and Long-Term Disability coverage The estimated total compensation for this role is $60,000 - $65,000, though actual compensation may vary depending on factors such as relevant experience, skills, qualifications, certifications, and location. The salary range is subject to change and may be adjusted at any time.