Help Desk Support Technician

About the role

Serve as the primary point of contact for end-users, providing responsive technical support for hardware, software, and network issues. This role ensures operational efficiency by managing service requests, maintaining user accounts, and supporting a hybrid workforce environment.

Responsibilities

• Provide general troubleshooting and problem resolution of all end-user hardware and software issues.
• Set up and maintain computers, laptops, and peripheral devices.
• Respond to service requests, telephone calls, and email, using the help desk system to track and monitor problems and requests, ensuring a timely resolution.
• Maintain Microsoft Active Directory and Entra ID (Azure AD) infrastructure by on-/off-boarding users and properly allocating permissions and managing security.
• Install new computer and peripheral devices such as docking stations, printers, scanners, etc. and perform upgrades to existing systems by installing new hardware and software applications.
• Recommend, plan, and execute Microsoft Windows, Microsoft Office/365, and other software upgrades and computer system configurations. Manage projects related to upgrades.
• Work with team members in a collaborative environment to troubleshoot issues, also work with vendors until computing and technical issues are resolved.
• Document internal procedures and create, maintain, and improve technical documentation.
• Responsible for maintaining the ITIL system of record, Freshservice.
• Provide remote assistance for end-users and assist with the onboarding of new users.

Work arrangement

This is a hybrid role, requiring a minimum of 3+ days in-office per week.

Education, Skills and Abilities

• Experience: 3+ years of experience in a technical support or help desk is required.
• Language: Bilingual proficiency in Spanish and English is highly preferred.
• Certifications: Various IT certifications (e.g., CompTIA A+, Network+, or Microsoft 365 Certified) are preferred.
• Technical Knowledge: Solid understanding of Microsoft operating systems, including advanced configuration and troubleshooting.
• Networking: Solid understanding of networking concepts and how to troubleshoot networking issues.
• Modern Tools: Experience with Freshservice or similar ITIL service management platforms.
• Physical Requirements: Ability to lift and move computer equipment weighing up to 20 pounds.
• Communication: Good communication/support skills and an understanding of what it takes to provide good technical support to both local and remote users.
• Organization: Self-motivating and well-organized to ensure that tickets and projects are completed with minimal supervision.

Benefits

• Medical, dental, and vision coverage with wellness benefits
• Company-matching 401(k) plan
• Company-paid life insurance and accidental death & dismemberment benefits
• Company-paid identity theft insurance
• Company-paid disability
• Flexible spending and health savings accounts
• Company-paid employee assistance program
• Paid time off and paid holidays
• Additional benefits included: voluntary life insurance, legal benefits, critical illness, accident insurance, hospital indemnity insurance, and pet insurance