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 **If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)**