Position Summary:
The IT Specialist runs the day-to-day technology service desk for staff across all sites and remote locations, acts as a technical point of contact to client-side IT organizations, and administers the software, license, and device estate. This hands-on role resolves issues independently, escalates with diagnoses rather than symptoms, and documents technical procedures.
Responsibilities:
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Own the technology ticket queue end-to-end including triage prioritization resolution closure and SLA adherence.
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Resolve incidents across IT incidents connectivity Wi-Fi business applications equipment requests software installations and access requests.
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Install configure image and troubleshoot end-user hardware including laptops monitors headsets docks and peripherals.
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Diagnose endpoint network and connectivity issues for on-site hybrid and remote staff.
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Provide first- and second-line support for VoIP and unified-communications platforms.
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Serve as a technical point of contact with client IT organizations across the account portfolio.
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Receive secure rotate and confirm temporary credentials issued by clients within stated expiry windows.
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Support client-driven platform changes including remote-desktop migrations application rollouts and security tooling.
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Escalate client-environment faults with reproduction steps screenshots and diagnostic evidence attached.
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Execute onboarding IT tasks including account creation group access device assignment and workstation readiness.
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Execute offboarding IT tasks including access revocation license reclamation and physical asset retrieval.
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Maintain IT asset inventory including serial numbers models assignment and location.
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Coordinate device procurement shipping customs clearance and carrier escalations for remote staff.
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Administer SaaS and tooling estate including MDM platforms remote-access tools and workforce analytics platforms.
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Maintain license and seat hygiene through quarterly sweeps and immediate reclamation on offboarding.
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Keep vendor account ownership billing contacts and admin credentials registered to active service accounts.
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Prepare cost and benefit proposals for new or expanded tooling and route through approval chains.
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Manage vendor support tickets renewals quotes and billing disputes to resolution.
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Support ISO 27001 ISMS and SOC 2 readiness by applying and evidencing technical IT controls.
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Issue incident reports for service-affecting outages and produce root cause analyses with corrective actions.
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Provide IT and infrastructure input on new-engagement scoping and contribute to technology projects.
Requirements:
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Two to four years of experience in IT support helpdesk desktop support contact-center or multi-client environments.
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Demonstrated ownership of a ticket queue with SLA accountability.
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Hands-on Windows endpoint support experience including imaging drivers peripherals VPN clients and remote-desktop clients.
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Networking fundamentals including DHCP DNS VPN Wi-Fi troubleshooting switch and access-point concepts.
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Google Workspace administration experience including users groups licensing and security settings.
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Experience working directly with external stakeholders in professional written English.
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Bilingual proficiency in Spanish and English.
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Strong problem-solving skills with a habit of documenting procedures clearly.
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Discreet handling of credentials client data and personnel information.
Nice to Have:
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MDM administration experience such as Hexnode Intune or equivalent.
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Experience with VoIP and unified-communications platforms.
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Familiarity with workforce-analytics or endpoint-monitoring tooling.
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Exposure to ISO 27001 or SOC 2 control environments.
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Vendor management and procurement coordination experience.
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Experience with ticketing or ITSM platforms.
What Success Looks Like:
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Resolving tickets consistently within established SLAs.
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Ensuring complete device account and access readiness prior to day one onboarding.
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Executing complete offboarding access revocations and asset retrievals within defined windows.
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Conducting quarterly license and seat hygiene sweeps to optimize tooling usage.
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Maintaining current written runbooks for all recurring procedures.
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Delivering requested IT audit evidence within required windows.