It specialist
helpdesk engineer, technical troubleshooter and expansion leader
about the role:
we are seeking a highly skilled and results-oriented it professional to join our growing helpdesk team. You will act as the first line of defense for technical issues, leveraging your technical expertise to diagnose and resolve complex problems across various platforms (hardware, software, network). But this role goes beyond traditional tier 1 and tier 2 support. We're looking for someone with the initiative and drive to become a technical lead, spearheading the expansion of our it support services into a new territory.
responsibilities:
· technical troubleshooting:
o diagnose and resolve technical issues by answering helpdesk tickets and calls.
o troubleshoot complex problems across workstations, networks, servers, and various software applications.
o troubleshoot advanced network connectivity issues.
o implement effective solutions to prevent issues or restore functionality and minimize downtime.
o meticulously document troubleshooting steps, solutions, and knowledge base articles for future reference.
o work with 3rd party vendors to troubleshoot issues, coordinate solutions, or implement projects.
· technical expertise:
o possess a strong understanding of it infrastructure, including hardware, software, networking, and security principles.
o configure and manage network equipment, such as firewall/routers & managed switches.
o manage & configure virtual and physical windows & linux servers.
o programming skills required to automate tasks, create scripts, and develop internal tools to improve efficiency.
o provide advice and technical training to internal staff and clients.
o stay up-to-date on emerging technologies and industry best practices.
o working effectively under pressure.
o know how to work and leverage remote support tools.
· excellent bilingual communication: clearly explain technical concepts to users with varying levels of understanding, both verbally and in writing (english and spanish).
· client support:
o provide exceptional customer service to internal and external clients via phone, email, and remote desktop support.
o communicate technical information clearly and concisely to users with varying levels of technical expertise.
o maintain a positive and professional demeanor while resolving client issues.
· expansion leadership:
o take ownership of your work, proactively identify areas for improvement, and champion the expansion of it support services into a new territory. This includes researching needs, developing a rollout plan, and leading the implementation process. In this role, you will be instrumental in the future plans of the company, shaping the way we deliver it support.
o play a pivotal role in planning and implementing the technical aspects of our expansion into a new territory.
o research and recommend hardware, software, and network solutions for the new location.
o assist with setting up it infrastructure and ensuring a smooth operational transition.
qualifications:
o bachelor's degree in computer science, information technology, or a related field (or equivalent experience).
o minimum of 5 years of experience in it.
o minimum 2 years of experience in a tier 2 it helpdesk role or similar technical support position.
o proven experience in diagnosing and resolving complex technical issues.
o experience managing:
§ active directory
§ networking (dns, dhcp, vlan).
§ vmware and hyper-v.
§ office/microsoft 365.
§ google workspace
§ microsoft exchange.
§ windows and linux server os management.
§ voip support. (optional)
§ 3 + years of experience in it helpdesk environment.
o strong understanding of it infrastructure components, including hardware, software, and networking.
o excellent analytical and problem-solving skills.
o effective communication, both written and verbal.
o proficiency in scripting languages (e.g., python, powershell) a plus.
o self-motivated and results-oriented with a strong work ethic.
o ability to work independently and manage multiple tasks simultaneously.
o customer service focused with a commitment to providing exceptional support.
o eagerness to learn and adapt to new technologies.
o driver's license.
physical demands:
o ability to periodically stand or walk.
o ability to work, at times, after-hours.
o ability to bend, squat, climb ladders and lift periodically.
o ability to lift to 50 pounds occasionally.
o ability to do physical labor.
schedule:
· full time shift (it might be required to work after hours as needed)
· monday to friday – 8:30 am to 5:30 pm cst
· saturday - flexible
· on call
bonus points:
o experience in web programming (wordpress, php, javascript, etc).
o experience in a fast-paced, customer-service oriented environment.
o certifications such as net+, security+, or relevant industry certifications.
o experience with cybersecurity or project management methodologies.
we offer:
o the opportunity to grow with the company and play a key role in shaping the future of our it support services.
o a dynamic and collaborative work environment.
o competitive salary.
o a chance to make a real impact and showcase your technical and leadership skills.
if you're a technical whiz with a knack for problem-solving and a drive to lead, we encourage you to apply
tipo de puesto: tiempo completo
sueldo: $20, $30,000.00 al mes
lugar de trabajo: empleo presencial