Provide first- and second-level support for desktops, laptops, mobile devices, printers, and network access. Manage IT tickets, create and maintain user accounts, troubleshoot VPN and connectivity, and support Microsoft 365 apps. Perform on-site and remote support, assist with asset tracking and security initiatives, escalate complex issues, and contribute to IT projects and process improvements.
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.
- Experience supporting warehouse technology such as label printers, RDTs, handheld devices, or similar equipment is an asset.
- 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.
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