Help Desk Agent

hace 1 semana

San Pedro, Montes de Oca, Costa Rica CRG Solutions A tiempo completo

As an IT Help Desk Agent, your primary responsibility is to provide technical assistance and support to end users within the organization. You will be the first point of contact for any IT-related issues or inquiries and will play a crucial role in ensuring the smooth operation of computer systems, software, hardware, and network infrastructure.

Requirements:

  • Fluent in English. High Proficiency level (must).
  • In progress associate or bachelor's degree in Information Technology or a related field.
  • Flexibility to work in night shifts and weekends.
  • 1+ years of experience in a technical support role.
  • Strong technical knowledge of computer hardware, software, and networking concepts.
  • Proficient in troubleshooting common hardware and software issues.
  • Knowledge in Office365, Active Directory, antivirus.
  • Excellent customer service and communication skills, with the ability to explain technical concepts to nontechnical users.
  • Familiarity with ticketing systems and remote support tools.
  • Ability to prioritize and manage multiple tasks effectively.
  • Strong problem-solving skills and attention to detail.
  • Certifications in relevant IT areas (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.
  • SAP basic Knowledge would be a plus,
  • Schedule flexibility.
  • Able to work at our offices in San Pedro, San Jose.

Responsibilities:

  • Respond to incoming support requests from end-users via various channels (phone, email, chat, ticketing system) and provide prompt technical assistance.
  • Diagnose and troubleshoot hardware and software problems, including desktops, laptops, printers, mobile devices, and peripherals.
  • Assist users with software installations, upgrades, and basic configuration.
  • Set up and maintain user accounts, permissions, and access rights.
  • Collaborate with other IT team members to resolve complex technical issues.
  • Escalate unresolved problems to the appropriate IT personnel or vendor, following established procedures.
  • Follow up with end-users to ensure issues are resolved and provide appropriate documentation and guidance.
  • Document all support activities, including issue resolution, troubleshooting steps, and knowledge base articles.
  • Assist in maintaining an inventory of IT assets, including hardware, software licenses, and peripherals.
  • Stay updated with the latest trends and advancements in IT to enhance technical knowledge and skills.
  • Lead and support the Major Incident Management (MIM) process, including coordination, communication, and post-incident review and Change Management monitoring.

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