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; elevate 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 assignments.

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

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

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 management tool.

ent tool. Maintain communication and monitor incidents through resolution.

esolution. Contribute to the documentation of incidents, internal processes and procedures, equipment maintenance, and training manuals.

ng manuals. Track and update IP addresses and data connectors.

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.

in the field. Provide technical training on the installation of new equipment.

new equipment. Train new employees on the proper use of hardware and software.

re and software. Communicate and translate technical information for non-technical end users.

hnical end users. Identify IT skill gaps and provide feedback to management.

feedback to management. Provide guidance and explain policies and procedures to end users.4 Project and Special Event Support

pecial Event Support Provide technical support during group meetings and events scheduled by various departments, both in the office and at remote locations.

at remote locations. Collaborate in the implementation of new or improved technologies and services.

ologies and services. Collaborate on research and development initiatives.

development initiatives. Collaborate in the implementation of technology projects.

f technology projects. Review and evaluate new hardware and software products.

hardware and software products. Participate in company-wide committees, projects, and teams.KNOWLE

Knowledge (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 such as ServiceNow – Ba

• sicSkills & AbilitiesCommunication: Ability to effectively convey information using intuitive, easy-to-understand language. Attention to detail. Ability to work independently and as part of a team, both in the office and in the field. Problem-solving: Initiative and ability to independently investigate issues. Provide excellent customer service and quality support through any communication channel, including in person, chat, email, and phone. Organization: Demonstrate excellent organizational and time-management skills. Adaptability: Flexibility to adapt to high-season work activities. Read and follow written work instructions and user manuals. Install software on Windows computers. Configure hardware and workstations. Configure mobile devices with different operating systems. Configure a computer r

unning Microsof

t Windows.

ROLE

or equivalent knowle

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

in ITYears of Experience3–5 years of experience in areas related to the position.Specializations, Certifications