IT Helpdesk Technician I

Advantage Communications Group is looking for a Tier I IT Helpdesk Technician to join our team in Barcelona, Spain. This is a hybrid role reporting into our Barcelona office 2 days a week.

The IT Helpdesk Technician is responsible for answering questions and requests related to IT issues. As the first point of contact for users seeking technical assistance, the Helpdesk Technician provides remote assistance by contacting users who submitted a helpdesk request.

Essential Functions:

1. Interpret, evaluate, and resolve problems reported to the help desk regarding various hardware, software, and corporate systems.
2. Monitor all support ticket queues; open, resolve or reassign tickets appropriately.
3. Escalate advanced inquiries to the IT Manager.
4. Place service calls to outside vendors (Office 365, Microsoft Azure, etc.); monitor and track the call until the issue is resolved.
5. Onboard and offboard new and terminating employees to include equipment delivery, setup, software installation, and equipment return.
6. Maintain current records of problem tickets and their resolutions in the required database.
7. Stay informed and current with all procedures for systems and equipment, ensuring documentation is up-to-date and accurate.
8. Maintain inventory records of all assigned equipment.

Non-Essential Functions:

1. Assist in maintenance and patch management of end user devices.
2. Other duties as assigned.

Qualifications:

1. Fluent in English.
2. Bachelor’s degree in computer science or equivalent work experience.
3. Two to five years of experience supporting user requests in an IT Helpdesk environment.
4. Strong background in troubleshooting and problem solving.
5. Demonstrated understanding of computer systems, mobile devices, and other tech products.
6. Ability to analyze and address the needs of users.
7. Ability to diagnose and resolve basic technical issues.
8. Excellent communication skills.
9. Professional demeanor.
10. Strong organization and documentation skills.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing duties, the employee will constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer; the employee will occasionally need to move about inside the office to access file cabinets, office machinery, etc.; must be able to lift 35 pounds; must be able to stand or sit for long periods of time; must have the ability to work in the Barcelona office.