Hybrid IT Support Technician, Level 1

at Newfire Global Partners

• Job title: IT Support Technician, Level 1
• Job type: Full Time
• Experience level: Junior
• Salary: Not specified
• Degree requirement: High School Diploma
• Tech skills: Azure, Cloud, DNS, MacOS, ServiceNow, TCP/IP
• Location requirements: Hybrid, San Jose, United States

About the role

• IT Support Technician providing front-line technical support at Newfire Global Partners in Costa Rica. Resolving end-user issues while ensuring productivity and smooth IT operations.

Responsibilities

• Provide front-line technical support to end-users, resolving standard hardware, software, and network issues.
• Respond to, triage, and resolve support tickets, or escalate them to senior staff, ensuring timely follow-up.
• Assist with installing, configuring, and maintaining operating systems, applications, and peripherals.
• Manage user accounts, including password resets, new user creation, and basic access controls.
• Provide basic troubleshooting for network connectivity issues (e.g., VPN, Wi-Fi, Ethernet).
• Utilize remote support tools to provide efficient and practical assistance to remote users.
• Document all support activities, resolutions, and procedures in our ticketing system.
• Contribute to the maintenance of technical documentation and knowledge base articles.
• Assist with IT projects, including system upgrades and software deployments, as needed.
• Guide end-users on basic IT procedures and application usage.
• Assist the IT team with procurement tasks, such as tracking orders and preparing new equipment for deployment.
• Maintain an accurate inventory of IT assets.
• Adhere to IT security policies and procedures.

Requirements

• 0-2 years of experience in IT support or a related customer service field.
• High school diploma or equivalent. An Associate's or Bachelor's degree in Information Technology or a related field is a plus.
• Relevant IT certifications (CompTIA A+, Network+, Security+, Microsoft Certified Professional) are a strong plus.
• **Technical Expertise:**
• Basic troubleshooting skills for Windows and macOS operating systems.
• Familiarity with cloud-based directory services (e.g., Active Directory, Azure AD).
• Basic understanding of networking concepts such as TCP/IP, DNS, DHCP, and VPN.
• Experience with basic hardware troubleshooting (e.g., printers, monitors, laptops).
• Familiarity with ticketing systems (e.g., ServiceNow, Zendesk, Jira).
• Familiarity with endpoint protection software.
• Proficiency with cloud productivity applications (e.g., Google Workspace, Microsoft 365).
• **Essential Skills:**
• Excellent problem-solving and analytical abilities.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Customer-focused and results-oriented.
• Ability to prioritize and manage multiple tasks effectively.
• Strong documentation skills.
• A strong desire to learn and grow your technical skills.