Technical I & II, IT Operations (Contractor 3-6 months)

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

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