IT End User Support Analyst

Provide first and second-level technical support for hardware, software, network, and system-related issues via phone, email, and in-person. Diagnose and resolve technical problems, including operating system issues (Windows, macOS), productivity suite applications (e.g., Microsoft 365), and specialized engineering software. Install, configure, and troubleshoot desktop computers, laptops, printers, mobile devices, and other peripheral equipment. Manage user accounts and permissions, including creation, modification, and deletion in Active Directory and other relevant systems. Document all support interactions, resolutions, and technical procedures accurately in the IT service management system. Escalate complex or unresolved issues to appropriate IT teams (e.g., network administration, system administration) and follow up to ensure timely resolution. Assist with onboarding and offboarding processes, including setting up new user accounts, configuring workstations, and ensuring data security for departing employees. Participate in IT asset management, including tracking inventory, deployment, and decommissioning of hardware. Contribute to the creation and maintenance of IT knowledge base articles and user guides. Proactively identify recurring technical issues and suggest solutions to improve overall IT service delivery. --- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience. Proven experience (2+ years) in an IT help desk or end-user support role, preferably in a corporate environment. Strong knowledge of Windows operating systems (Windows 10/11) and Microsoft Office 365 suite. Familiarity with macOS is a plus. Experience with Active Directory user and group management. Basic understanding of networking concepts (TCP/IP, DNS, DHCP) and troubleshooting network connectivity issues. Experience with IT service management (ITSM) tools (e.g., ServiceNow, Jira Service Desk). Excellent problem-solving skills and the ability to diagnose and resolve technical issues efficiently. Strong communication and interpersonal skills, with a customer-focused approach. Ability to work independently and as part of a team in a fast-paced environment. Proficiency in Spanish and English is required, both written and verbal. It's about showing up as you are and working alongside some of today's most talented industry leaders to transform the world around you. Are you ready to explore your next career move with us? We respect the privacy rights of individuals and are committed to handling Personal Information responsibly and in accordance with all applicable privacy and data protection laws. Review our Privacy Policy here."