IT Support Technician - Helpdesk Level 1

About the role

PRIMO is looking for an IT Support Technician to provide technical support to employees across all business areas, in both English and Spanish. The role covers Level 1 IT requests, user account management, equipment and asset records, documentation of solutions and promotion of good technology and cybersecurity practices. Escalations to the appropriate IT team are coordinated when advanced assistance is needed.

Key responsibilities

• Ticket management: receive, classify, prioritize and manage IT requests in Jira Service Management, resolving or escalating according to SLAs
• Level 1 troubleshooting for Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), Windows 10/11, laptops, printers, peripherals, VPN clients and Ringover
• User account management in Active Directory and Microsoft Entra ID, including password resets, MFA registration and license assignments
• Escalating Level 2 incidents to Infrastructure or Platforms engineers with clear descriptions, screenshots and error messages
• Preparing, configuring, delivering and collecting company laptops with security, updates and encryption enabled
• Maintaining hardware and software license inventories, and handling initial reports of suspicious emails
• Documenting solutions and user guides in Confluence, and supporting IT onboarding

Required profile

• Tech degree in Systems, Informatics, Networks or a related field
• At least 2 years of experience in corporate IT support or helpdesk roles
• English at B1 level or higher, able to support U.S.-based users by phone, Teams and email
• Strong written communication and technical documentation skills

Required skills

• Windows 10/11 troubleshooting, OS installation and imaging
• Hands-on Microsoft 365 administration, Active Directory and Microsoft Entra ID
• Basic networking (IP, DNS, DHCP, Wi-Fi, VPN) and ticketing systems (Jira Service Management preferred)
• Nice to have: AZ-900 and/or AB-900, ITIL 4 Foundation, endpoint management tools (Intune, Sophos, etc.) and Ringover experience