Technical Support Specialist

hace 6 días


Alajuela, Alajuela, Costa Rica Doris Peters & Associates A tiempo completo

Job Description

We are seeking a skilled and customer-focused Entry-Level Help Desk Technician to join our team at Doris Peters & Associates. As a key member of our IT team, you will provide technical support to end-users via phone, email, chat, and in-person for issues related to Office 365, Windows 11, Microsoft Teams, laptops, mobile phones, printers, and other desktop applications.

Key Responsibilities:

  • Provide first-line technical support to end-users for issues related to Office 365 applications, Windows 11 operating system, laptops, desktops, and mobile phones.
  • Troubleshoot and resolve Level 1 IT issues or escalate more complex problems as needed following established procedures.
  • Monitor, track, and document support requests using a ticketing system to ensure timely resolution and accurate reporting.
  • Support user access and account management using Microsoft Entra (Azure AD) for password resets, account unlocks, and basic user provisioning.
  • Install, configure, and maintain desktop software and hardware as needed.
  • Communicate clearly and effectively with users, maintaining a professional and courteous manner, especially when under pressure.
  • Prioritize and manage multiple issues simultaneously, ensuring timely responses and resolutions.

Required Skills and Qualifications:

  • 1-3 years of experience in a Help Desk or Desktop Support role.
  • Technical skills and experience supporting Microsoft Office 365, Windows 11, laptops, desktops, and mobile devices.
  • Basic troubleshooting of hardware and software issues.
  • Experience working with a ticketing system to manage and track support issues.
  • Familiarity with Microsoft Entra (Azure AD) for user management and authentication.
  • Excellent customer service and interpersonal skills, with the ability to remain calm, professional, and effective under pressure.
  • Strong problem-solving and organizational skills, able to prioritize and resolve tasks efficiently.
  • Fluent in English and Spanish (written and spoken).


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