Agente de Mesa de Ayuda

About the role

The Help Desk Agent provides first‑line technical support to end users, guiding them through issue resolution and ensuring service continuity. This role works closely with higher‑level support teams and contributes to the knowledge base while meeting service level agreements.

Key responsibilities

• Assist users with first‑line support, walking them through steps to restore functionality.
• Troubleshoot hardware, software, and network connectivity issues using remote‑access tools.
• Escalate complex problems to second‑ and third‑level support teams.
• Coordinate and fulfill service requests, including software installations and user account administration.
• Manage tickets through to closure, keeping users informed of status and progress.
• Follow Service Desk, desktop, peripheral, connectivity and security policies.
• Contribute to continuous improvement of the Service Desk knowledge base.
• Support special projects as assigned.

Required profile

• High school diploma or GED.
• Typically less than one year of experience in a similar support role.

Required skills

• Hardware troubleshooting.
• Software troubleshooting.
• Network connectivity troubleshooting.
• Use of remote‑access tools.
• Software installation.
• Ticket management and documentation.