IT Help Desk Technician

Responsibilities

· In-person and remote support for all employees’ laptops, phones, tablets, computers, cameras, scanners, printers, POS terminals and peripherals

· Troubleshoot, diagnose, and resolve technical hardware and/or software issues in a timely manner

· Repair or replace faulty hardware components such as hard drives, memory modules or network cards

· Liaise with external vendors for procurement of IT equipment, software licenses, and warranty services

· Ensure compliance with IT policies, procedures and regulatory requirements related to data security and privacy.

· Assist with device provisioning and account administration for all onboarding and offboarding staff requests

· Assist when needed with the support of offices servers and network infrastructure

· Provide needed information on IT products or services

· Keep record of problems and their resolution

· Provide feedback on processes and make recommendations on areas to improve

· Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting

· Perform routine maintenance tasks such as updates, patches and system monitoring to ensure optimal performance

· Provide training and technical guidance to end users on using software applications and tools effectively

· Maintain accurate records of technical issues and solutions for future reference and knowledge sharing

· Assist with relocating computer equipment, when necessary, both for Laredo and Rio Grande Valley locations

· Understand about LANs, WANs and Wireless Networks

· Ability to prioritize and manage multiple tasks in a high-energy environment

· Redirect unresolved issues to the next level of support personnel

This job description is not meant to be an “all-inclusive” list of the duties and responsibilities of this job. Other related duties and responsibilities may be assigned. ARIVA Group reserves the right to change or modify job duties as necessary based on business necessity.

Qualifications

Technical Knowledge:

• Hardware and software support: (installation, configuration, maintenance of PCs, laptops, printers).
• Operating systems: Windows (client and server), macOS, and Linux.
• Basic networking: TCP/IP, DNS, DHCP, VPN, router/switch configuration.
• Active Directory: user management, Group Policies (GPOs), organizational units.
• Microsoft 365: user support, Exchange Online, OneDrive, Teams.
• Ticketing tools: Spiceworks.
• Basic security: antivirus, firewalls, security best practices.
• Virtualization knowledge: VMware or Hyper-V (desirable).
• Remote support: tools such as TeamViewer, AnyDesk, Remote Desktop.

This job description is not meant to be an “all-inclusive” list of the duties and responsibilities of this job. Other related duties and responsibilities may be assigned. ARIVA Group reserves the right to change or modify job duties as necessary based on business necessity.