A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
We are looking for an enthusiastic, bilingual (English/Spanish) entry-level L1 Helpdesk Technician to join our growing managed service provider (MSP) support operations on a 1099 contractor basis. This is a hands-on, part-time role tailored for recent graduates or students looking to break into the IT industry, gain real-world MSP experience, and accelerate their technical skills by working with modern enterprise tools.
Note:
Comprehensive guidance and training will be provided, giving you the opportunity to expand your knowledge across a wide variety of advanced systems, networks, and enterprise platforms.
Key Responsibilities:
Ticket Management:
Triage, log, and resolve incoming L1 support tickets via our helpdesk platform.
User Assistance:
Provide friendly, prompt remote and on-site technical support for end-users troubleshooting hardware, software, and network connectivity issues.
System Setup & Provisioning:
Assist in setting up new workstations, configuring user accounts, and deploying standard software packages.
Documentation:
Maintain clear, concise documentation of technical issues, resolutions, and asset inventories.
Escalation:
Properly escalate unresolved or complex L2/L3 issues to senior engineering staff with detailed troubleshooting steps already taken.
Qualifications & Skills:
Education:
Recent graduate or current student pursuing a degree in Computer Science, Information Technology, Systems Engineering, or a related field.
Language:
Bilingual proficiency in English and Spanish (written and spoken) is required.
Technical Foundation:
A strong foundational understanding of Windows OS, basic networking principles (TCP/IP, DNS, DHCP), and a passion for technology (home labs, personal tinkering, or school projects are a huge plus!).
Soft Skills:
Strong customer service orientation, patience, problem-solving mindset, and clear communication skills.
Reliability:
Self-motivated, punctual, honest and capable of working independently as well as part of a small team.
