Help Desk Specialist

We are looking for a Help Desk Specialist to provide technical support and assistance to employees or customers. The ideal candidate will have strong problem-solving skills, excellent communication, and the ability to troubleshoot various hardware, software, and network issues., Provide Tier 1 & 2 Technical Support

• Respond to IT support requests via email, phone, or ticketing system

• Diagnose and resolve hardware, software, and network issues

• Escalate complex problems to higher-tier IT support when necessary

Manage IT Assets & Systems

• Install, configure, and update software and hardware

• Maintain user accounts, access control, and permissions (Active Directory, Google Workspace, etc.)

• Ensure proper documentation of technical issues and resolutions

Support Cloud & SaaS Applications

• Assist users with Office 365, Google Workspace, and other productivity tools

• Troubleshoot VPN, remote desktop, and cloud-based applications

Security & Compliance

• Educate users on best practices for IT security

• Support data backup and recovery processes

• Monitor and report potential security threats

• Bachelor’’s degree in IT, Computer Science, or related field (or equivalent experience)

• Language: English & Spanish

Technical Skills:

• Experience with Windows, macOS, and Linux troubleshooting

• Knowledge of networking (DNS, DHCP, VPN, TCP/IP)

• Knowledge of the platforms (AZURE, INTUNE, IVANTI)

• Familiarity with ticketing systems (Jira, ServiceNow, Zendesk)

• Basic scripting (PowerShell, Bash) is a plus

Soft Skills:

• Strong problem-solving and multitasking abilities

• Excellent communication skills for non-technical user

• Ability to work in a fast-paced environment

Preferred Qualifications (Nice to Have)

• IT certifications (CompTIA A+, ITIL, Microsoft Certified: Modern Desktop

Administrator)

• Experience with enterprise security tools (firewall, antivirus, endpoint protection)

• Previous experience in a customer-facing IT support role

Tools (Nice to Have).

• IAM Application JIRA (Control of users with special profiles)

• Ivanti MdM

• Azure by Microsoft

• Intune MdM

• NetX 360

• Aravo TPRM