Job Title:
Technical I & II, IT Operations (Contractor 3-6 months)
Job Description
The Technical I, IT Operations Support Technician provides end user support across the organization’s desktop, network, telephony and application(s) environment, focused primarily on Work At Home Game-Changers. The candidate will maintain, analyze, troubleshoot and repair/ computer systems, and software, as well as serve as an escalation point to ensure tickets/incidents are resolved according to SLAs. Will routinely exercise discretion and judgment in prioritizing tickets when competing priorities arise. The position requires excellent communication skills, attention to detail and problem-solving capabilities.
Key Duties and Responsibilities
- Remotely troubleshooting, and supporting desktops, laptops, applications, and WIFI devices; this includes OS patch remediation, 3rd party application remediation and remote hardware troubleshooting
- Use diagnostic tools to analyze, troubleshoot and resolve problems associated with network connectivity and/or workstation hardware/software
- Install, configure and support all desktop applications (such as MS Office365, BigFix/SCCM software center, softphones, VPN, WIFI configuration, and firmware updates for deskside equipment.
- Support a secure environment by ensuring the viability of security software tools, i.e., Cortex and Crowdstrike (or similar tools)
- Support and maintain user account information including rights, security and systems groups in Active Directory
- Resolve tickets within prescribed SLAs using a standard IT Service Management tool.
- Partner with vendor support contacts to resolve technical issues within the desktop/laptop environment
- Escalate issues and involve management and experts wherever required in order to resolve issues as quickly as possible with a sharp focus on maintaining SLAs.
- Exercise discretion and judgment on matters related to ticket priority, network/WIFI stability, and similar matters related to customer satisfaction on a regular basis
- Perform basic troubleshooting of soft phone issues and assist the telephony team as needed
- Assist in the tracking of hardware and software inventory; escalate issues to manager as needed
- Coach end users on basic software, hardware and peripheral device operation
- Proactively suggest modifications and additions to desktop standards and guidelines
Qualifications and Experience Required
- 2-4 years supporting desktop/laptop hardware and software in a Windows-based PC/LAN environment or equivalent
- Proven incident management, customer/client management, and change management experience.
- Strong technical knowledge of desktop/laptop hardware and software applications
- Proficient in current protocols, operating systems and standards including Windows 10 & 11
- Demonstrable experience in ticket resolution using IT Service Management (ticketing) systems; experience maintaining systems compliance and audits as per COPC, ISO 27001 etc. standards is preferred
- Experience managing Active Directory at the Organization Unit level
- Flexibility to work overtime as needed
- CompTIA A+/Desktop+, MCSA/MCSE and/or CCNA or similar certifications preferred; Bachelor’s degree/diploma in Computer Science preferred.
Location:
El Salvador- San Salvador
Language Requirements:
Time Type:
Full time
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