Technical Support Associate

What you'll do

• Provide first-level technical support for hardware, software, mobile devices, and network connectivity issues.
• Troubleshoot, diagnose, and resolve routine technical incidents affecting end users and business operations.
• Perform installations, configurations, relocations, and removals of company-provided hardware and software.
• Own and track incidents and service requests through resolution while ensuring compliance with SLAs.
• Administer IT service management processes including incident management and request fulfillment.
• Identify recurring issues and service improvement opportunities to communicate findings to internal IT teams.
• Collaborate with internal technical teams and third-party vendors to resolve escalated incidents.

What we're looking for

• Associate's or Bachelor's Degree in Information Technology, Computer Systems, Computer Science, Engineering, or equivalent experience.
• At least two (2) years of experience in a Technical Support, Help Desk, Service Desk, or similar IT support role.
• Experience supporting Windows desktop environments and administering Microsoft 365 services.
• Experience with identity and access management solutions like Active Directory or Okta.
• Basic Microsoft Azure administration knowledge and knowledge of DNS, DHCP, and networking fundamentals.
• Understanding of cybersecurity fundamentals, endpoint protection, and IT Service Management (ITSM) concepts.
• Excellent written, verbal, and interpersonal communication skills in both Spanish and English.
• Knowledge of ITIL principles and experience with ITSM solutions like ServiceNow or Jira (preferred).