IT Support Representative

We are seeking a Desktop & Enterprise Support Associate to join our IT team on a part-time basis in Barcelona, Spain. This role supports a globally distributed workforce while partnering closely with a US-based IT team to harmonize processes and extend existing applications and tools. The position focuses on delivering high-quality business partner support, ensuring effective ticket creation and management, and driving first-call resolution for desktop and end-user support issues arising from Barcelona based teams., Business Partner Support

• Serve as a trusted IT partner for employees and business teams in the Barcelona office and across EMEA.
• Provide high-touch, concierge-style support for executives and key business partners when required.
• Build strong relationships with internal stakeholders to understand their technology needs, extend global processes/tools and improve the support experience.

Desktop & End-User Support

• Partner with HR to procure and manage equipment to support break replace, hire and term activities ensuring policy adherence and cyber security risk mitigation.
• Diagnose and resolve hardware, software, and operating system issues across Windows environments.
• Support enterprise productivity tools including email, collaboration tools and identity systems.
• Manage device lifecycle activities including provisioning, configuration, deployment, and replacement of laptops and peripherals.
• Troubleshoot conference room technology and assist with meeting and collaboration tools including telephony.

Ticketing & First Call Resolution

• Create, document, and manage support requests in the IT service management platform ensuring business partners provide effective detail to enable global support of global enterprise systems.
• Drive first-call resolution wherever possible through effective troubleshooting and knowledge utilization.
• Ensure tickets are properly categorized, documented, and escalated when necessary.
• Maintain high service quality through clear documentation, SLAs and follow-through.

Operational Collaboration

• Work closely with the US-based IT operations and enterprise support teams to maintain alignment on processes, tooling, and service standards.
• Participate in global support handoffs and maintain continuity across time zones.
• Contribute to knowledge base articles, documentation, and continuous improvement initiatives.

The ideal candidate is a self starter that thrives in a fast-paced environment, communicates effectively with business stakeholders as well as US based IT partners, and brings strong troubleshooting skills across desktop systems, enterprise tools, and collaboration platforms., * 5+ years of experience in desktop support, enterprise IT support, or end-user computing.

• Strong troubleshooting skills across Microsoft and macOS environments as well as enterprise security tools.

• Experience managing vendors, procurement, provisioning of laptops and other technology equipment, peripherals to support business operations.

• Experience with enterprise identity and access management (e.g., SSO, MFA, directory services).

• Familiarity with IT Service Management (ITSM) tools and ticket workflows.

• Excellent interpersonal and communication skills with a strong customer-service mindset. Experience supporting executive or VIP users.

• Ability to operate independently with dotted line management, while collaborating with a distributed global team.

• Professional proficiency in English and Spanish.

• Experience supporting SaaS-based enterprise environments and modern collaboration tools.

• Previous experience working with US-based teams or global IT organizations.