Information Technology Specialist

Job Overview

As an IT Support Technician (L1–L2), you’ll serve as the initial point of contact for technical

issues—handling assistance requests, diagnosing and resolving problems across hardware,

software, network, and user access—and ensuring operational continuity for employees and

systems.

Key Responsibilities

• Tier‑1 & Tier‑2 Incident Handling

○ Triage, diagnose, and resolve or escalate tickets via helpdesk tools.

○ Own basic troubleshooting—user account / password resets, software

reinstallation, hardware checks, and network connectivity issues.

○ Setup, configure, maintain, and troubleshoot desktops, laptops

(Windows / macOS), mobile devices (iOS, Android), and peripherals such as

printers and AV systems.

○ Administer Office 365 (Teams, Outlook, OneDrive, SharePoint), Active Directory

(user creation, group management), and manage hardware imaging and asset

inventory.

○ Prepare hardware and access for new hires; decommission or reassign assets

for departing employees; document all relevant processes.

○ Implement patches and updates; maintain documentation of system

configurations, procedures, and troubleshooting guides.

○ Provide support for VIP users; manage mobile device setup; assist with AV

equipment and meeting room tech as needed.

Required Qualifications & Skills

○ Bachelor’s degree in Computer Science, Information Technology, or equivalent

technical diploma / certification.

○ 2–5 years of experience in IT support, helpdesk, or similar environments.

○ Operating Systems : Windows 10 / 11, macOS, mobile OS (iOS / Android).

○ Applications : Office 365, Active Directory, ticketing systems.

○ Networking : Basic knowledge of LAN, VPN, DHCP, DNS, TCP / IP.

○ Tools : Familiarity with ServiceNow, ManageEngine, Jira, and remote support

tools.

○ ITIL Foundation, CompTIA A+, Microsoft certifications (e.g., MCSA), Apple

ACMT, or Cisco CCST / CCNA.

○ Strong communication and customer service mindset.

○ Ability to work under pressure and resolve issues efficiently.

○ Problem-solving and collaboration-oriented.

○ Fluent in Spanish and proficient in English (written and spoken).

○ Additional languages are a plus.

○ Willingness to support outside regular business hours and participate in on-call

rotation if required