Jr IT Help Desk Administrator

The Jr. IT Help Desk Administrator will provide Level 1 (L1) technical support for hardware, software, telecommunications (VoIP), mobile devices, workstations, and business systems while also contributing to incident resolution, asset management, and service improvements. This role requires a proactive problem-solving mindset as well as being able to communicate technical solutions clearly. This position is on-call to support after-hours incidents and critical system issues.

Job Duties:

• Provide Level 1 support for all internal and external IT tickets, resolving or escalating as needed and offer workstation services support, including setup, configuration, and maintenance of desktops, laptops, and peripherals.

• Support email and messaging platforms, including Microsoft Outlook, Teams, and mobile clients (end user support).

• Perform end-user device configuration and support, such as imaging, updates, and application installs.

• Deliver telecommunication support, including troubleshooting and configuration of mobile devices, VoIP phones, and connectivity issues.

• Provide printer support, including installation, driver issues, and basic maintenance.

• Support remote users with VPN access, connectivity troubleshooting, and remote desktop tools in addition to escalating unresolved or high-priority incidents to technical teams.

• Log, categorize, and resolve incidents and service requests per SLA timelines.

• Support IT asset lifecycle tracking, device assignment, returns, and warranty status.

• Participate in incident triage, impact analysis, and communication during major incidents.

• Maintain documentation for Disaster Recovery and backup procedures relevant to help desk functions and provide basic training to end users on IT systems, tools, and procedures.

• Participate in an on-call rotation during off-hours if needed.

Education & Requirements:

• Bachelor’s degree in Information Systems or a related field.

• Bilingual (Spanish and English) with excellent verbal and written communication skills.

• 1-2 years’ of experience providing desktop and end-user support in enterprise environments

• Experience with help desk platforms (e.g., ServiceDesk, ServiceNow, Jira)

• Familiarity with storage solutions (SAN, NAS, etc.).

• Strong experience troubleshooting applications, OS, and endpoint performance issues

• Ability to create clear, structured, and professional documentation.

• Experience supporting remote users via tools such as TeamViewer, AnyDesk, Remote Desktop, or similar platforms.

• Hands-on knowledge of printer management and print server environments.

• Understanding of backup and disaster recovery tools (e.g., Veeam, Acronis, Hycu, etc.).

• Experience supporting mobile devices and VoIP systems.

• Expertise with monitoring and diagnostic tools (e.g., Nagios, Zabbix, SolarWinds).

Plus:

· Certifications: A+, Network+, ITIL, MSFT Azure Administrator Associate are all a plus