Information Technology Help Desk

About Valiance

Valiance Solutions is a Google Cloud Premier AI Partner building AI products (Tender Intelligence, GuardVision, Wildlife Eye) for large enterprises and government clients. We're a 150+ person team and winner of the Nasscom AI GameChanger Award and Aegis Graham Bell Award for Innovation in AI.

Role Overview

This is a solo-IC role — you will be Valiance's single point of ownership for all IT infrastructure, hardware, and end-user support across the company. You'll own everything from laptop procurement and onboarding to network security hygiene, with no backup, so this suits someone who is self-directed, organized, and comfortable being the "IT department of one."

Key Responsibilities

Hardware & Asset Management

• Own end-to-end IT asset lifecycle: procurement, allocation, tagging, tracking, and decommissioning of laptops, desktops, monitors, and peripherals for 150+ employees
• Maintain an accurate, audit-ready inventory register (asset owner, location, warranty status, depreciation)
• Manage vendor relationships for hardware procurement and repairs; negotiate AMC/warranty terms
• Plan hardware refresh cycles and budget forecasts

Help Desk & Troubleshooting

• Be the first and only line of support for all employee IT issues — hardware, OS, network, printer, VPN, collaboration tools (Google Workspace/O365)
• Run and own the ticketing system; track SLAs even as a team of one (response time, resolution time)
• Provide remote and in-person support; escalate to vendors/ISPs only when genuinely needed
• Onboard/offboard employees: device setup, account provisioning, access de-provisioning

Network & Infrastructure

• Manage office network: routers, switches, Wi-Fi, LAN, VPN configuration
• Monitor and maintain office connectivity uptime; liaise with ISPs
• Basic server/backup administration (local file servers, backup jobs)

Security

• Enforce IT security hygiene: endpoint protection/antivirus, patch management, disk encryption on all company devices
• Manage access control — user provisioning/deprovisioning, password policies, MFA rollout
• Maintain basic security controls relevant to client data handling (Valiance works with PSU/govt clients — DPDP Act awareness is a plus)
• Flag and respond to phishing/security incidents; run basic employee security awareness

Process & Documentation

• Build and maintain SOPs for common issues, onboarding/offboarding, and asset handling (critical since there's no backup person)
• Maintain software license inventory and renewal calendar
• Recommend and implement process/tooling improvements to reduce ticket volume over time

Must-Have Skills

• 3+ years in IT service desk/support role, ideally having handled asset/inventory management directly (not just tickets)
• Strong hands-on troubleshooting: Windows/Mac OS, hardware diagnostics, network (LAN/Wi-Fi/VPN)
• Experience with a ticketing system (Freshservice, Jira Service Desk, or similar)
• Working knowledge of ITIL practices (incident, asset, and change management)
• Google Workspace administration (since Valiance is a GCP partner)
• Comfortable working independently with minimal supervision — this is a single-person function

Good to Have

• ITIL Foundation certification
• Basic scripting/automation (PowerShell, bash) to reduce repetitive manual work
• Exposure to endpoint security tools (EDR, MDM like Google Endpoint Management or Intune)
• Experience in a startup/scale-up environment where you built processes from scratch