About this role
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.