IT Help Desk Specialist — Global On-site & Remote Support

Socket.dev; Union (CA); Hybrid; USD 60,000 - 85,000; Full time

Job summary

The Irca Group is seeking an ICT Specialist to be the first line of IT support for the Americas region, handling incidents, providing on-site and remote assistance, and maintaining documentation and assets. The role requires strong communication, problem-solving skills, and relevant certifications.

Responsibilities include troubleshooting hardware and software issues, coordinating with IT partners, and ensuring timely resolutions while upholding security and privacy standards across regions.

Qualifications

• Associate Degree or higher.
• CompTIA A+, Network+, Security+ certifications.
• Proficient with Windows 10/11 devices.
• Hands-on experience diagnosing and resolving basic technical issues.
• Excellent communication skills; English.
• Excellent problem solving skills.
• Outstanding organizational and time management skills.
• Ability to travel.

Responsibilities

• Provide first line of support to users via ticketing system, email, phone, and Teams.
• Provide on-site support to local plant users and remote support for other users in the Americas region.
• Perform remote troubleshooting using best practices.
• Troubleshoot, diagnose, and resolve hardware and software issues.
• Provide quick resolution and excellent customer service.
• Route requests and incidents to the next level of support as needed.
• Follow-up with users to ensure issues are resolved.
• Maintain security and privacy of networks and computer systems.
• Maintain current inventory of IT assets and assist with hardware delivery for new hires.
• Maintain documentation and service catalog for software installations and hardware configurations.

Skills

Communication

Problem solving

Time management

Customer service

Travel

Education

Associate degree or higher

CompTIA A+

CompTIA Network+

CompTIA Security+

Tools

Windows 10/11

Windows Server

Mac OS / iOS / Android

Infor M3

SAP ECC 6.0

Microsoft 365 / Entra / Intune / Azure / IIS

HP Aruba switches & APs

Service Desk Plus

Job description

The Irca Group is seeking an ICT Specialist to be the first line of IT support for the Americas region, handling incidents, providing on-site and remote assistance, and maintaining documentation and assets. The role requires strong communication, problem-solving skills, and relevant certifications.

Responsibilities include troubleshooting hardware and software issues, coordinating with IT partners, and ensuring timely resolutions while upholding security and privacy standards across regions.