Job Description

The Opportunity

Ulteig, and its affiliated companies, are hiring an IT Support Specialist to collaboratively manage support escalation requests from the Help Desk. The IT Support Specialist works as part of a team to deploy, maintain, and support end-user devices and systems, including desktop hardware, antivirus, patching, software deployment systems, video conferencing, and printers in our growing company.

**Please note that resumes must be submitted in English for the application to be considered**

What You’ll Do

• Upholds the Mission, Vision, and Core Values of Ulteig.
• Acts diligently to ensure information security policies are followed.
• Installs, maintains, and supports end-user technology, including computers, printers, phones, and software.
• Support and administer core IT environments and tools such as Windows Server, Windows 10/11, Office 365, Active Directory, Azure, Intune, Entra ID, and other supported enterprise applications, as applicable to the role.
• Work as part of the IT team handling Help Desk escalations to provide problem analysis and problem resolution.
• Provide onboarding support for new hires by preparing equipment, providing access, answering IT-related questions, and helping ensure a smooth day-one experience.
• Partners with external vendors and service providers to coordinate issue resolution, maintain accountability, and ensure timely follow-through on open items and ongoing service needs.
• Manage IT asset lifecycle activities, including asset tracking, inventory control, deployment, recovery, and documentation for standard and tax-exempt assets.
• Support inventory and asset management practices within a free trade zone environment, helping maintain accurate records and compliance with applicable Procomer standards and internal controls.
• Deliver a positive customer experience through clear communication, professionalism, responsiveness, and a service-oriented approach to technical support.
• Creates technical documentation, including procedures, standards, best practices, break/fix solutions, and manuals.
• Manages workload efficiently and prioritizes tasks.
• Identify potential system improvements for presentation to IT management for consideration, to improve Ulteig’s technology.
• Recommend standards for end-user device hygiene and efficiency.
• Identify user issue trends and escalate as needed.
• Completes projects and tasks within scope guidelines.
• Works collaboratively with individuals at all levels in the organization in a team environment.
• Provides local IT hands-on support to remote team members.
• Comply with all company and client safety standards.
• Follows all company policies and procedures.
• Additional duties may include tasks beyond what is listed, such as special projects, assisting colleagues, or new initiatives. A willingness to adapt to changing priorities and support team efforts enhances collaboration and growth opportunities.

What We Expect from You

• A bachelor’s degree in IT is required.
• Two years of experience with Help Desk or an IT support-related field preferred.
• Extensive experience with PC hardware, software applications, operating systems, and network connectivity is required.
• Experience working with ticketing or workflow management tools such as ServiceNow, Monday, Azure DevOps, or similar platforms.
• Strong experience managing competing priorities in a high-volume ticket queue, with sound judgment in triaging issues based on urgency, business impact, and service level commitments.
• Experience related to client/server security.
• Experience with imaging software is a plus.
• Previous experience in an engineering environment is a plus.
• Hands-on experience supporting Windows Server, Windows 10/11, Office 365, PC hardware, software applications, operating systems, and network connectivity.
• Experience with one or more of the following tools or platforms is preferred: Autodesk Suite, Visual Studio, Active Directory, Azure, Intune, and Entra ID.
• Must possess a well-rounded knowledge of commonly used concepts, practices, and procedures.
• Ability to effectively troubleshoot by applying logical analysis and problem-solving techniques.
• Demonstrates excellent verbal/written communications, time management, customer service, interpersonal, and organizational skills.
• Experience working with external vendors or service partners, with the ability to manage follow-up, escalation, and accountability effectively.
• Experience with asset tracking, inventory control, and management of tax-exempt assets within an inventory system; experience in a free trade zone environment and familiarity with Procomer requirements is strongly preferred.
• Demonstrates the ability to be organized, effectively prioritize, and work on multiple projects and meet deadlines by setting priorities.
• Requires analytical thinking, time management skills, and, most importantly, excellent customer service skills.
• Ability to lift to 50 lbs. and perform physical tasks regularly, including prolonged sitting, standing, walking, stooping, and stretching.
• Ability to work in a hybrid mode schedule.
• Must possess strong verbal and written English communication skills (CEFR level B2–C1). You should be comfortable articulating complex ideas and collaborating effectively within a global professional environment.
• Must have authorization to work legally in Costa Rica for any employer.

As you consider applying for a position, we encourage you to think outside the box – because we do! You might not meet 100% of the skills listed in a description, but we are committed to hiring people with exceptional talent, ability and potential, and then creating an environment where they can become the best versions of themselves. We don’t want to miss out on the possibility of speaking with the next outstanding Ulteig team members, so please apply if you think this role is a great match for your unique skills and strengths.

What You Can Expect from Ulteig

Ulteig, and its affiliated companies, is a purpose-driven organization that has built a culture focused on people – both our clients and our employees –for over 80 years. Working at Ulteig is more than a job, opening opportunities to make an impact by creating and solving for a sustainable future. We recognize our success relies heavily on the dedication and focus of our workforce; this is why we make investing in our employees a top priority. We prioritize flexibility and staying connected to meeting your needs and help you achieve your goals. We value your unique perspective, respect your individuality, and celebrate your contributions. At Ulteig, we take our own success and the success of our clients personally.

We offer our team members:

• Flexible Workplace
• Competitive Pay
• Comprehensive Benefits Package
• Collaborative Environment
• Innovative Culture
Our vision is to be the most trusted partners transforming our world’s critical infrastructure. Ulteig, and its affiliated companies, connect people and resources to develop compelling, integrated solutions across multiple Lifeline Sectors®, including Power, Renewables, Transportation and Water. Ulteig is a trusted partner in engineering North America’s essential infrastructure and leverages its expertise with a wide range of public and private clients.
At Ulteig and its affiliated companies, we care deeply about our team, listening to their needs and ensuring they have the tools necessary to be productive. Regardless of where you work, you are empowered to build a workday that best suits your strengths. We strive to ensure a balance and separation between home and work life. We support a flexible working schedule so employees can focus on what's important to them.
If you would like to be a part of a company that empowers their employees, apply today!

Ulteig, and its affiliated companies, is a Drug Free Workplace
ACHIEVE | GROW | COLLABORATE
This position will be posted for a minimum of 3 days and will continue to be posted for an average of 60 days until a qualified applicant is selected or the position has been cancelled.
Notice to Recruiters and Staffing Agencies: To protect the interests of all parties, Ulteig, nor any of its affiliated companies, will not accept unsolicited resumes from any source other than directly from a candidate or an approved vendor that has a written and signed agreement in place with Ulteig. Please do not contact or forward resumes to our company employees or locations. Any unsolicited resumes will be considered Ulteig property. Ulteig is not responsible for any charges or fees related to unsolicited resumes.