Help Desk Technician

POSITION SUMMARY

The IT Helpdesk Technician provides Tier I–II technical support within Técnico’s Managed Services Organization (MSO). This role is responsible for addressing incoming support requests, resolving hardware and software issues, managing access and user configurations, and ensuring high-quality, timely service delivery consistent with MSO service-level expectations. The technician supports enterprise systems, local infrastructure, and business applications to maintain operational continuity across multiple subsidiary.

Education and Experience:

• Bachelor’s degree in computer science, Information Technology, or a related field is required. High School diploma or GED required, associate degree in IT or related field preferred.
• 1–3 years of helpdesk, technical support, or IT operations experience in a multi-location or enterprise environment.
• Experience with Microsoft 365, Windows OS, networking fundamentals, and ticketing systems.

Knowledge, Skills and Abilities:

• A comprehensive understanding of networking principles is essential for effective communication and data exchange within and between organizations.
• Demonstrated expertise in network engineering, operations, and performance analysis.
• Proficient in technical troubleshooting with practical experience.
• Demonstrates the capability to operate autonomously with limited oversight.
• Understanding of computing infrastructures.
• Proficient in server management and monitoring tools.
• Demonstrates outstanding analytical skills and a strong aptitude for resolving complex issues.
• Demonstrated ability to effectively communicate and support non-technical individuals in navigating complex technical challenges.
• Ability to resolve complaints and negotiate with others.