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 troubleshootingUse 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 DirectoryResolve 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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