Level Help Desk Technician

We are looking for a reliable and customer-focused Entry-Level Help Desk Technician to join our IT team. In this role, you will be responsible for providing Level 1 technical support to end-users, assisting with a wide range of issues related to Office 365, Windows 11, Microsoft Teams, laptops, mobile phones, printers, and other desktop applications.

The ideal candidate will have 1-3 years of prior Help Desk or Desktop Support experience, be familiar with ticketing systems, and have excellent communication and customer service skills. This role requires fluency in English and Spanish, and the ability to remain professional and courteous while handling technical issues for internal users.

Key Responsibilities:

• Provide first-line technical support to end-users via phone, email, chat, and in-person for issues related to:
• Office 365 applications (Outlook, Word, Excel, Teams).
• Windows 11 operating system.
• Laptops, desktops, and mobile phones (iOS/Android).
• Printers, scanners, and basic network connectivity issues.
• Troubleshoot and resolve Level 1 IT issues or escalate more complex problems as needed following established procedures.
• Monitor, track, and document support requests using a ticketing system to ensure timely resolution and accurate reporting.
• Support user access and account management using Microsoft Entra (Azure AD) for password resets, account unlocks, and basic user provisioning.
• Install, configure, and maintain desktop software and hardware as needed.
• Communicate clearly and effectively with users, maintaining a professional and courteous manner, especially when under pressure.
• Prioritize and manage multiple issues simultaneously, ensuring timely responses and resolutions.
• Follow Help Desk procedures and contribute to documentation of known issues and resolutions.

Required Qualifications:

• 1-3 years of experience in a Help Desk or Desktop Support role.
• Technical skills and experience supporting:
• Microsoft Office 365 (Outlook, Word, Excel, Teams).
• Windows 11 operating system.
• Laptops, desktops, and mobile devices (iOS/Android).
• Printers and other peripherals.
• Basic troubleshooting of hardware and software issues.
• Experience working with a ticketing system to manage and track support issues.
• Familiarity with Microsoft Entra (Azure AD) for user management and authentication.
• Excellent customer service and interpersonal skills, with the ability to remain calm, professional, and effective under pressure.
• Strong problem-solving and organizational skills, able to prioritize and resolve tasks efficiently.
• Fluent in English and Spanish (written and spoken) — strong communication skills in both languages are required.

Preferred Qualifications (Nice to Have):

• Relevant IT certifications such as CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator Associate, or equivalent.
• Basic understanding of networking fundamentals (DNS, DHCP, IP).
• Familiarity with Microsoft Intune or MDM solutions.