IT Help Desk Specialist: On-site & Remote Support

Ircagroup; Union City (CA); Hybrid; USD 55,000 - 75,000; Full time

Job summary

The Irca Group is seeking an ICT Specialist to serve as the first line of IT support across the Americas, providing on-site help at local plants and remote aid for other users. You will manage incidents, document IT processes, and coordinate with IT partners to keep services running smoothly.

Strong communication, problem solving, and organizational skills are essential, along with the ability to adapt to new technologies and workloads in a dynamic environment.

Qualifications

• Associate Degree or higher.
• CompTIA A+, Network+, Security+ certifications or equivalent.
• 2–4 years IT Help Desk experience or similar IT role.
• Proficient with Windows 10/11 devices.
• 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, Microsoft Teams and other channels.
• Provide on-site support to local plant users and remote support for other users.
• Perform remote troubleshooting using best practices.
• Troubleshoot, diagnose, and resolve technical 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.
• Ensure timely hardware delivery to new hires.
• Maintain technical documentation and service catalog on installation of software and configuration of hardware.
• Suggest improvements on processes and procedures.
• Additional responsibilities as assigned by management.

Skills

Windows 10/11

Windows Server

Mac OS / iOS / Android

English communication

Problem solving

Organization & time management

Customer service

Travel willingness

Education

Associate degree or higher

CompTIA A+/Network+/Security+ or equivalent

Tools

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 serve as the first line of IT support across the Americas, providing on-site help at local plants and remote aid for other users. You will manage incidents, document IT processes, and coordinate with IT partners to keep services running smoothly.

Strong communication, problem solving, and organizational skills are essential, along with the ability to adapt to new technologies and workloads in a dynamic environment.