IT Specialist

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.