Position Summary:

The IT Specialist runs the day-to-day technology service desk for staff across all sites and remote locations, acts as a technical point of contact to client-side IT organizations, and administers the software, license, and device estate. This hands-on role resolves issues independently, escalates with diagnoses rather than symptoms, and documents technical procedures.

Responsibilities:

• Own the technology ticket queue end-to-end including triage prioritization resolution closure and SLA adherence.

• Resolve incidents across IT incidents connectivity Wi-Fi business applications equipment requests software installations and access requests.

• Install configure image and troubleshoot end-user hardware including laptops monitors headsets docks and peripherals.

• Diagnose endpoint network and connectivity issues for on-site hybrid and remote staff.

• Provide first- and second-line support for VoIP and unified-communications platforms.

• Serve as a technical point of contact with client IT organizations across the account portfolio.

• Receive secure rotate and confirm temporary credentials issued by clients within stated expiry windows.

• Support client-driven platform changes including remote-desktop migrations application rollouts and security tooling.

• Escalate client-environment faults with reproduction steps screenshots and diagnostic evidence attached.

• Execute onboarding IT tasks including account creation group access device assignment and workstation readiness.

• Execute offboarding IT tasks including access revocation license reclamation and physical asset retrieval.

• Maintain IT asset inventory including serial numbers models assignment and location.

• Coordinate device procurement shipping customs clearance and carrier escalations for remote staff.

• Administer SaaS and tooling estate including MDM platforms remote-access tools and workforce analytics platforms.

• Maintain license and seat hygiene through quarterly sweeps and immediate reclamation on offboarding.

• Keep vendor account ownership billing contacts and admin credentials registered to active service accounts.

• Prepare cost and benefit proposals for new or expanded tooling and route through approval chains.

• Manage vendor support tickets renewals quotes and billing disputes to resolution.

• Support ISO 27001 ISMS and SOC 2 readiness by applying and evidencing technical IT controls.

• Issue incident reports for service-affecting outages and produce root cause analyses with corrective actions.

• Provide IT and infrastructure input on new-engagement scoping and contribute to technology projects.

Requirements:

• Two to four years of experience in IT support helpdesk desktop support contact-center or multi-client environments.

• Demonstrated ownership of a ticket queue with SLA accountability.

• Hands-on Windows endpoint support experience including imaging drivers peripherals VPN clients and remote-desktop clients.

• Networking fundamentals including DHCP DNS VPN Wi-Fi troubleshooting switch and access-point concepts.

• Google Workspace administration experience including users groups licensing and security settings.

• Experience working directly with external stakeholders in professional written English.

• Bilingual proficiency in Spanish and English.

• Strong problem-solving skills with a habit of documenting procedures clearly.

• Discreet handling of credentials client data and personnel information.

Nice to Have:

• MDM administration experience such as Hexnode Intune or equivalent.

• Experience with VoIP and unified-communications platforms.

• Familiarity with workforce-analytics or endpoint-monitoring tooling.

• Exposure to ISO 27001 or SOC 2 control environments.

• Vendor management and procurement coordination experience.

• Experience with ticketing or ITSM platforms.

What Success Looks Like:

• Resolving tickets consistently within established SLAs.

• Ensuring complete device account and access readiness prior to day one onboarding.

• Executing complete offboarding access revocations and asset retrievals within defined windows.

• Conducting quarterly license and seat hygiene sweeps to optimize tooling usage.

• Maintaining current written runbooks for all recurring procedures.

• Delivering requested IT audit evidence within required windows.