Job Description
Join our dynamic IT team in Laredo, TX as a Help Desk Support Specialist! We're seeking a tech-savvy professional to deliver exceptional user support and maintain system efficiency. This direct-hire opportunity offers competitive compensation, comprehensive benefits, and career growth in a thriving border community. If you're passionate about solving technical challenges and elevating user experiences, apply today to become part of our innovation-driven culture.
Responsibilities
- Provide first-tier technical support for hardware, software, and network issues via phone, email, and remote assistance
- Diagnose and resolve system malfunctions, including Windows OS, Microsoft Office 365, and enterprise applications
- Manage service tickets using ITIL-compliant workflows (Jira/ServiceNow)
- Document resolutions, update knowledge base articles, and maintain asset inventory
- Collaborate with Tier 2/3 teams for complex escalations and infrastructure projects
- Train users on cybersecurity best practices and data protection protocols
- Monitor system health and proactively address performance bottlenecks
Qualifications
- 2+ years of experience in enterprise-level help desk or desktop support
- CompTIA A+ or equivalent certification required
- Proficiency in Active Directory, Group Policy, and SCCM/MEM
- Strong knowledge of Windows 10/11, networking fundamentals (TCP/IP, DNS, DHCP)
- Experience with ticketing systems and remote support tools (TeamViewer, AnyDesk)
- Excellent communication skills with ability to translate technical concepts for non-technical users
- Spanish fluency preferred for bilingual customer support
- Valid Texas driver's license for occasional on-site support