IT HELP DESK AGENT

Buskeros; Vancouver; Hybrid; USD 40,000 - 80,000; Full time

Job summary

An innovative company is seeking a dedicated Help Desk Tier 1 Agent to join their team. In this role, you will be the first point of contact for technical support, tackling hardware, software, and networking issues with a proactive approach. The ideal candidate will possess exceptional communication skills and technical expertise, ensuring users receive timely and effective assistance. This position offers the chance to work in a people-first culture, where your contributions will directly impact the success of a forward-thinking organization. If you are passionate about technology and eager to grow your career, this opportunity is perfect for you.

Benefits

100% Remote Work

Excellent Compensation in USD

Hardware Setup for Home Office

Training Allowances

Personal Time Off (PTO)

Qualifications

• 2-3 years of experience in Tier 1 IT Support or similar roles.
• Strong understanding of Active Directory and hardware/software troubleshooting.

Responsibilities

• Provide first-line technical support for hardware, software, and networking issues.
• Maintain records of support interactions and escalate unresolved issues.

Skills

Technical Support

Active Directory

Hardware Troubleshooting

Software Troubleshooting

Networking Basics

Microsoft Application Suite

Ticketing Systems

PowerShell

Communication Skills

Problem-Solving

Education

Certifications (CompTIA A+, ITIL)

Tools

Zendesk

Jira

Freshdesk

IT Glue

Job description

Launchpad, a people-first technology company, is a leader in North America's rapidly growing tech sector. Through two solutions, Launchpad supports its clients with digital transformation:

• PaasportTM, our iPaaS solution, streamlines software integration and automates workflows.
• Nearshore Staff Augmentation, our managed IT staffing service, connects top IT talent across various geographical regions, bringing industry expertise to leading clients.

Based in Vancouver, Canada, our operational footprint spans across North and South America, with a second headquarters in Santiago, Chile. In 2023, our unwavering dedication to innovation garnered recognition as a Deloitte Technology Fast 50 Program Company. Our clientele boasts industry leaders such as Walmart, GM, TIME Magazine, Salesforce, Tableau, Splunk, Bolt.com, Freedom House, and more.

At Launchpad, we genuinely care about our people as individuals. If you are looking for a team that values growth, drive, and passion for your craft, if you're seeking a place to achieve your goals and dreams with fairness and integrity, then we'd love to hear from you.

We are seeking a dedicated and skilled Help Desk Tier 1 Agent to join our team. In this role, you will provide first-line technical support to internal users, ensuring quick resolution of hardware, software, and networking issues. The ideal candidate will demonstrate exceptional communication skills, technical expertise, and a proactive approach to problem-solving.

Responsibilities

• Act as the first point of contact for all technical support inquiries via phone, email, chat or specific Help Desk tools.
• Diagnose and resolve complex technical issues related to hardware, software, devices, drivers, connectivity, and in-house applications.
• Escalate unresolved issues to in-house Tier 2 / Tier 3 support teams with clear documentation of troubleshooting steps.
• Maintain accurate records of all support interactions and resolutions in the ticketing system.
• Utilize knowledge bases, manuals, and established processes to address and resolve user issues effectively – IT Glue.
• Collaborate with internal teams to identify recurring issues and recommend solutions.
• Multi-factor Authentication setup for new users.
• Onboarding and Offboarding users using PowerShell script.
• Maintain and install the standard image for corporate devices.
• Setting up iPhones / iPads.
• Help maintain internal IT documentation in IT Glue.
• Work with other IT teams, such as Infrastructure, Security or database administrators, to resolve issues.

Requirements

• Proven experience of 2 to 3 years in a Tier 1 IT Support role or similar.
• Strong understanding of Active Directory.
• Hardware (laptop, desktop, iPhone, iPad, printers, peripherals) and software troubleshooting.
• Networking basics and connectivity issues.
• Microsoft Application Suite (e.g., Outlook, Teams, Word, Excel).
• Familiarity with ticketing systems and remote support tools (e.g., Zendesk, Jira, Freshdesk).
• PowerShell knowledge.
• Security experience a plus.
• Admin center: SharePoint, O365, TEAMS, Exchange.
• Exceptional communication skills in English.
• Strong problem-solving and multitasking abilities.
• Empathy and patience in addressing user concerns.
• Bilingual English proficiency.
• Availability for rotational shifts and/or on-call support.

Preferred Qualifications

• Certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator are a plus.
• Experience supporting internal clients in a corporate environment.

Why work for Launchpad?

• 100% remote.
• People first culture.
• Excellent compensation in US Dollars.
• Hardware setup for working from home.
• Work with global teams and prominent brands based in North America, Europe, and Asia.
• Training allowances.
• Personal time off (PTO) for vacations, study leave, personal time, etc.
• ...and more!

At Launchpad, we genuinely care about our people as individuals. If you are looking for a team that values growth, drive, and passion for your craft, if you're seeking a place to achieve your goals and dreams with fairness and integrity, then you are the future of Launchpad. Launchpad is committed to fostering a diverse and representative workforce and an inclusive work environment where all employees are respected and treated equally.

Are you ready to elevate your career at Launchpad? We want to hear your story! Contact us today.

APPLY HERE: https://job-boards.greenhouse.io/launchpadtechnologiesinc/jobs/4423040006?gh_src=68a768c26us