Information Technology Help Desk

Fluent in Spanish and English – Required

Under general supervision, install, maintain, test, and repair computer, mobile, and network systems. Demonstrate intermediate practical knowledge of the concepts, practices, and procedures of a specific area of specialization to support IT initiatives and provide Level I and some Level II technical support to end users in the office, in the field, or remotely. Typically, work under general supervision while performing a variety of tasks that may be somewhat difficult but generally involve limited responsibility. Provide training to end users.

CONTRIBUTION AND KEY RESPONSIBILITIES

PRIORITIES

JOB CONTRIBUTIONS AND KEY RESPONSIBILITIES

1 Hardware and Software Implementation and Maintenance

• Provide customer service and Level I and some Level II technical support to end users for hardware and software systems

.
• Install, configure, and maintain computers, workstations, mobile devices, and other related equipment and devices using established procedure

s.
• Diagnose, investigate, and resolve routine end-user issues in a timely manner using established protocols and troubleshooting procedures; escalate as necessa

ry.
• Follow instructions to assist with installation, repair, maintenance, and test

ing.2 Inventory and Recordkee

ping
• Assist with tracking hardware and software inven

tory.
• Assist with physical inventory audits and verification of equipment assign

ments.
• Perform data entry and maintain records including, but not limited to, project documents, user manuals, work instructions, general reports, and system

errors.
• Use and maintain knowledge bases, technical reports, frequently asked questions (FAQs), and vendor docume

ntation.
• Serve as the first point of contact for customers seeking technical assistance by phone, chat, email, or in person, recording requests, events, and issues, as well as their resolution, in records using the IT service managem

ent tool.
• Maintain communication and monitor incidents through r

esolution.
• Contribute to the documentation of incidents, internal processes and procedures, equipment maintenance, and traini

ng manuals.
• Track and update IP addresses and data

connectors.
• Assist and interact with hardware and soft

ware vendo

rs.3 Training
• Provide end-user training on applications and/or equipment, either individually or in a classroom setting, in the office or

in the field.
• Provide technical training on the installation of

new equipment.
• Train new employees on the proper use of hardwa

re and software.
• Communicate and translate technical information for non-tec

hnical end users.
• Identify IT skill gaps and provide feedb

ack to management.
• Provide guidance and explain policies and proce

dures to end users.4 Project and Sp

ecial Event Support
• Provide technical support during group meetings and events scheduled by various departments, both in the office and

at remote locations.
• Collaborate in the implementation of new or improved techn

ologies and services.
• Collaborate on research and de

velopment initiatives.
• Collaborate in the implementation

of technology projects.
• Review and evaluate new hardwar

e and software products.
• Participate in company-wide committ

ees, projects, and teams.KNOWLE

DGE, SKILLS AND ABILITIESKnowledge (In

• clude Level of Expe
• rtise)Agriculture – BasicMobi
• le Devices – IntermediateComputer Hardware an
• d Software – IntermediateWindows Operat
• ing System – Inter
• mediateNetwo
• rking – BasicITIL – BasicIT technical support software, s

uch as ServiceNow – Ba

• sicSkills & ; AbilitiesCommunication: Ability to effectively convey information using intuitive, eas
• y-to-understand lang
• uage.Attention to detail.Ability to work independently and as part of a team, both in the
• office and in t he field.Problem-solving: Initiative and ability to independ
• ently investigate issues.Provide excellent customer service and quality support through any communication channel, including in person
• , chat, email , and phone.Organization: Demonstrate excellent organizational an
• d time-manage ment skills.Adaptability: Flexibility to adapt to hig
• h-season work activities.Read and follow written work instr
• uctions and user manuals.Install softw
• are on Windows computers.Configure h
• ardware and workstations.Configure mobile devices with dif
• ferent operating systems.Configure a computer r

unning Microsof

t Windows.ROLE

DIMENSIONSEducation LevelBachelor’s degree completed

or equivalent knowle

• dge.Field(s) of EducationBachelor’s d
• egree in Computer ScienceInform
• ation Systems Engineer

ingTechnical degree

in ITYears of Experience3–5 years of experience in areas

related to the position.Specializations, Certifications

• , and Specific Experience
• Windows 11 Admini
• strationITIL Fundamental
• sMicrosoft Office
• SupportNetwork Compon
• entsPrinter Configurat