End User Support Specialist

At
Confluent
, we are committed to our values of teamwork, innovation, accountability, integrity, leadership, and customer focus, and we invest in a team who represents these values. Every member of our team plays a critical role in delivering life-saving medical devices through innovative materials science, engineering, and manufacturing. We are the medical device industry's most trusted partner, and we accomplish this with an organization focused on safety, efficiency, and customer satisfaction.

We are looking for a
IT Support Specialist I
to join our team in
Costa Rica
. If you enjoy working in a fast-paced environment and making an impact on our life-saving work, this may be a good fit for you As a uniquely qualified candidate, you will:

SUMMARY

The IT Infrastructure Specialist I provides basic technical support to end users, ensuring the proper functioning of computer equipment, software, and connectivity. This entry-level role plays a key part in maintaining daily IT operations and delivering excellent customer service, under close supervision and guidance from senior IT staff.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Respond to helpdesk tickets and provide in-person support with a strong customer service approach.
• Assist in the setup and basic troubleshooting of desktops, laptops, printers, and mobile devices.
• Support user onboarding/offboarding by preparing equipment and assisting with account setup.
• Perform routine maintenance and cleaning of IT equipment.
• Walk between buildings to provide on-site support as needed.
• Lift and transport equipment weighing up to 10 kg.
• Follow documented procedures and escalate complex issues to higher-level support.
• Maintain accurate records of support activities such as the IT Ticketing System, local hardware inventory, Active Directory and asset control records.
• Ensure workspaces are properly connected to the network and report connectivity issues.
• Support internal video conferencing equipment for meetings and events.
• Install and test basic software and hardware updates under supervision.
• Participate in IT onboarding sessions by demonstrating basic tools and systems to new associates.
• Create or update simple documentation for IT procedures and systems.
• Provide occasional remote support to other company sites, as needed.

REQUIRED QUALIFICATIONS

• Technical diploma or associate degree in computer systems, IT support, or related field.
• At least 1.5 years of experience in IT support or helpdesk roles in corporate environments.
• Intermediate English (minimum B1 level).
• Basic knowledge of Microsoft Windows OS and Office 365.
• Familiarity with desktop/laptop hardware and basic troubleshooting.
• Strong customer service and communication skills.
• Willingness to work 100% on-site and perform physical tasks such as walking between buildings and lifting equipment.

OPTIONAL CERTIFICATIONS

• CompTIA A+, Google IT Support Professional Certificate, or similar entry-level certifications are a plus.

SOFT SKILLS

• Team-oriented and collaborative.
• Organized and able to follow instructions.
• Clear and courteous communication.
• Service-minded and proactive in resolving issues.
• Positive attitude and willingness to assist others.
• Ability to document and explain technical steps in simple terms.

WORK SCHEDULE AND ENVIRONMENT

• Schedule: Monday–Friday, 100% on-site.
• Travel: None .

ENVIRONMENTAL WORKING CONDITIONS

• Indoor office setting with adequate lighting and ventilation.
• Moderate physical activity including walking and lifting.
• Moderate noise levels.

COMMENTS

This position description outlines the primary responsibilities of the role. Additional tasks and assignments may be required as part of the daily operations and team support.