Who we are.
 

Newfold Digital is a leading web technology company serving millions of customers globally. Our customers know us through our robust portfolio of brands. We have some of the industry's most prominent and storied go-to-market brands, including Bluehost, HostGator, Domain.com, Network Solutions, Register.com and Web.com. We help customers of all sizes build a digital presence that delivers results. With our extensive product offerings and personalized support, we take pride in collaborating with our customers to serve their online presence needs. The strength of our company lives in the intersection of our people, our customers, and our brands.

As an IT ServiceDesk Administrator – you are a self-directed, action-oriented thinker and problem-solver.  Experiencing working as part of a Global front-line IT ServiceDesk team, problem solver that contributes to the continued success of the company and Information Technology team. In addition to the regular expectations of technology support, the IT ServiceDesk Administrator will act as a liaison to other technology functions and assure that the IT service desk ticket queue is managed in a timely and accurate manner. You will act as the initial escalation point for ServiceDesk technicians and assist team managers with developing and evaluating current and future ServiceDesk initiatives. IT ServiceDesk Admin will assist in coordinating end user-related projects and actively communicate areas of need, urgency, or other pertinent data in a timely manner.

What you'll do & how you'll make your mark:

Respond to support requests via chat, email, or ticketing system (ServiceNow)Provide first-level technical support for Windows and macOS devicesTroubleshoot issues related to Microsoft 365, email, VPN, and printersAssist with password resets, account unlocks, and basic Active Directory tasksSet up new user accounts and configure desktops/laptops for onboardingInstall and update software as directedMaintain accurate documentation of issues and resolutions in the ticketing systemEscalate complex problems to Level 2 or specialized IT teamsHelp track IT assets and support inventory processesSupport local and remote employees with professionalism and patience

Who you are & what you’ll need to succeed. 

1–2 years of IT support experience (help desk, desktop support, or equivalent)Familiarity with Windows 10/11, macOS, Microsoft Office 365, and basic networking conceptsExperience with common IT support tools (e.g., ServiceNow, remote desktop software)Ability to troubleshoot common hardware and software issuesBasic Active Directory experience (user account support, password resets)Strong communication, organization, and customer service skillsAbility to work independently and manage multiple support tickets at onceA+, MCP, or other relevant IT certifications are a plus

Why you’ll love us.
 

Work-life balance. Our work is thrilling and meaningful, but we know balance is key to living well.We celebrate one another’s differences.  We’re proud of our culture of diversity and inclusion. We foster a culture of belonging. Our company and customers benefit when employees bring their authentic selves to work. We have programs that bring us together on important issues and provide learning and development opportunities for all employees.  We have 20 + affinity groups where you can network and connect with Newfolders globally.We care about you. We are a family, and we care about you and your family’s physical and mental health by providing competitive HMO benefits – 175k MBL with two free dependents upon regularization! We also give out Punctuality Bonus, Generous Vacation policy, and much more!Where can we take you? We’re fans of helping our employees learn different aspects of the business, be challenged with new tasks, be mentored, and grow their careers. Unfold new possibilities with #teamnewfold!

This Job Description includes the essential job functions required to perform the job described above, as well as additional duties and responsibilities. This Job Description is not an exhaustive list of all functions that the employee performing this job may be required to perform. The Company reserves the right to revise the Job Description at any time, and to require the employee to perform functions in addition to those listed above.