DescriptionPosition at LeadVentureHelp Desk Technician IThe Help Desk Technician I is part of a global team that is responsible for first-level support to all our customers.
The candidate must be able to adapt to a constantly changing, fast-paced environment.
The candidate must also possess excellent communication and organizational skills and perform tasks with a sense of urgency and professionalism.Essential FunctionsBe present and available during assigned Help Desk shiftsMonitor and respond quickly to incoming incidents and service requests in the Help Desk system adhering to SLA metricsPerform remote troubleshooting when needed to resolve incidents and service requests from the Help Desk systemMaintain and update open incidents and service requests to ensure a timely resolution, escalating to level 2 or supervisor/manager if unable to resolveCollaborate and stay engaged in team conversations using the company's collaboration toolsAttend all scheduled meetings/trainingsParticipate in after-hours work as neededPerform other tasks as directed by the supervisor/managerCommon Tasks PerformedInvestigate and resolve routine hardware, software, and network issuesInstall and update client software in an enterprise environmentEducate and train users on proper use of company supported systems and softwareFollow all standard operating procedures (SOP) through the effective use of Knowledge ManagementWork with Level 2 Tech to update knowledgebase documentationWork with Level 2 Tech to create accounts and configure hardware as part of the on-boarding processProvision hardware following the current processRepair or replace client hardware as necessaryMonitor internal assets to ensure accurate inventory recordsSupport VoIP phone systems and infrastructureSupport Office 365 and Google Workspace environmentsPerform network troubleshooting and issue resolutionRequirementsExperience managing, installing, and supporting Windows 10Experience supporting Mac'sExperience troubleshooting common computer issuesUnderstanding of networking fundamentals (TCP/IP, VPN, QoS, VoIP, routing)The ability to function within a Help Desk system workflowGrowth mindset, drive to continuously learn new technologiesEnglish Proficiency due International supportEnglish application (Resume)Able to attend office in La Paz at least 2 days per weekExtra ConsiderationsActive Directory, O365 Admin and Google Workspace experience in an enterprise settingCertifications in ITIL, MCSA/E, CCNA, Network+, Security+, A+Experience working with Windows Server 2016/2019 and virtualization technologies (Hyper-V, VMware)Personal SkillsExcellent customer service skillsStrong communication skillsStrong organizational skillsStrong troubleshooting and problem-solving skillsAbility to work within a team environmentAbility to prioritize tasks and adjust priority when askedAccountability for completing the task while working in a remote environmentFlexible with the ability to adjust between remote working and in-office when askedAbility to work under pressureEndeavor to implement proactive solutionsMust be able to lift and carry computer equipment up to 40lbs short distances
📌 Help Desk Technician I
🏢 Leadventure®
📍 La Paz