IT Help Desk Specialist

The Role:

We are seeking a motivated and customer-focused Level 1 IT Support Help Desk Technician to provide first-line technical assistance and support for end-users. This role is critical in ensuring smooth day-to-day technology operations by addressing IT issues, troubleshooting problems, and escalating when necessary. The ideal candidate is a strong communicator with a problem-solving mindset and a passion for delivering excellent customer service.

Responsibilities:

Serve as the first point of contact for end-users via ticketing system to all employees worldwide and contractors of Datacor

Troubleshoot and resolve basic hardware, software, and network-related issues.

Assist with account setups, password resets, and user access requests.

Log, track, and document incidents and requests in the IT ticketing system.

Escalate complex issues to Level 2/3 support or other specialized teams as needed.

Provide guidance to users on standard software, systems, and IT best practices.

Support installation, configuration, and updates of desktops, laptops, and peripheral devices.

Maintain a high level of professionalism and empathy when working with users.

Contribute to knowledge base articles and user guides to improve self-service support.

Create new users within the Okta/M365 system

Assist with maintaining SSO access to Datacor enterprise applications via Okta

Qualifications:

High school diploma or equivalent (Associate's or Bachelor's degree in IT preferred).

1-2 years of IT support or help desk experience.

Basic knowledge of Windows and/or macOS operating systems, Microsoft 365, and common business applications.

Familiarity with networking fundamentals (TCP/IP, DNS, DHCP) is a plus.

Excellent customer service orientation.

CompTIA A+, ITIL Foundation, or similar certifications are a plus.

Excellent verbal and written communication and teamwork skills (this person will be working with team members based in Costa Rica and the US and must have verbal and written fluency in English)

Please submit your application and resume in English.