Job Description

What You Can Expect:

• Provide first- and second-level technical support for hardware, software, applications, network connectivity, and user access issues.
• Manage and resolve support requests through the IT ticketing system, ensuring appropriate documentation and timely follow-up.
• Install, configure, deploy, and troubleshoot desktops, laptops, mobile devices, printers, peripherals, and other IT equipment.
• Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.
• Create and maintain user accounts, permissions, and access rights in accordance with company policies.
• Troubleshoot VPN, remote access, wired and wireless connectivity, and other common network issues.
• Provide remote and on-site support to employees across multiple locations and departments.
• Escalate complex issues to internal IT teams, vendors, or service providers while maintaining ownership through resolution.
• Assist with hardware/software inventory, asset tracking, system updates, and equipment lifecycle management.
• Support IT security initiatives and follow established security policies and procedures.
• Provide basic user guidance and training on IT systems, applications, and equipment.
• Participate in IT projects, system implementations, upgrades, and technology initiatives as required.
• Identify recurring issues and contribute to improvements in IT processes and the end-user experience.

What You Bring:

• Associate degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Previous experience in a Help Desk, IT Support, or technical customer service role.
• Working knowledge of computer hardware, operating systems, software applications, networking, and common troubleshooting techniques.
• Experience supporting Microsoft 365 applications is preferred.
• Strong problem-solving skills and the ability to diagnose and resolve technical issues efficiently.
• Strong customer service and communication skills, with the ability to explain technical concepts to non-technical users.
• Ability to manage multiple priorities and support requests in a fast-paced environment.
• Strong attention to detail and commitment to documentation, security, and confidentiality.
• Ability to work independently and collaboratively with internal teams and external vendors.
• Willingness to travel and work flexible hours when required.
• Spanish/English bilingualism is considered an asset.