IT Specialist/ Especialista de IT
MicroVention, Inc.
San José, Costa Rica
hace 4 días

Job Description

Responsible for help-desk support and maintenance of the company’s standard hardware and software applications inclusive of workstations, printers, mobile devices, peripherals, etc.

Provide timely technical support for all onsite and remote end-users for all technical related and user issues focusing on excellent customer service. Job Duties :

  • Provide end user technical support to all onsite and remote associates via remote support tools, phone or in-person.
  • Triage, process, communicate, escalate and resolve all assigned tickets through the IT help-desk ticketing system.
  • Maintain and process associate status changes of user accounts and computers within Active Directory and archiving of user data.
  • Setup and configure new Windows desktop / laptops or mobile devices for new hires and upgrade existing equipment with data migration.
  • Support and troubleshoot all video and audio conference systems.
  • Hardware troubleshooting that includes workstations, mobile devices, network hardware devices and peripheral devices (printers, keyboards, monitors, mouse, etc.).
  • Install, configure and support all enterprise application such as Office365 (Outlook, Word, Excel, SharePoint, OneDrive, Skype), SolidWorks, Adobe Creative Suite, etc.
  • Document resolutions and create job aides or instructions for the IT department knowledge base.
  • Follow all proper company and IT procedures related to processing all incidents and changes within the IT environment.
  • Participate in departmental meetings and assigned projects or tasks by IT management.
  • Help to maintain IT hardware inventory including workstations, monitors, docking stations, printers, etc.
  • Troubleshoot initial LAN, WAN, Wi-Fi, VPN connectivity issues on workstations and laptops for remote and onsite users or escalate appropriately.
  • Train end-users in basic usage of Windows operating systems, Office365 applications, Adobe products and Apple products when necessary.
  • Understanding of (SSO) single sign-on, cloud services, Windows servers, Active Directory and client / server architecture.
  • Performs other duties and responsibilities as assigned.
  • Qualifications

  • Two (2) to four (4) years of experience in working in an IT helpdesk or support role within a medium to large size corporate IT infrastructure.
  • Experience using and troubleshooting Microsoft products (Windows 7 / 10, Office365, Active Directory), hardware (computers, tablets, mobile phones) and networks (DNS, DHCP, VPN, Wi-Fi).
  • Associates degree in computer science, information systems or closely related field, A+ CompTIA Certificate or equivalent experience.
  • Desired Qualifications

  • Excellent technical knowledge and troubleshooting skills focused on Microsoft products, computer hardware, mobile devices and basic networking.
  • Effective written and verbal communication skills.
  • Follow proper procedures and ability to multitask and prioritize work.
  • Ability to manage time efficiently and work efficiently processing tickets.
  • Attention to detail, able to work autonomously or in a team.
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