Position Summary

The Onsite IT Specialist is a key member of the IT Service Desk and Field Services team, responsible for delivering high-quality technical support to end users and ensuring the reliability, performance, and availability of IT services and equipment. This role provides both onsite and remote support, partners closely with infrastructure and operations teams, and contributes to maintaining a stable, secure, and customer-focused IT environment.

The ideal candidate is a proactive problem solver with strong technical expertise, excellent customer service skills, and a passion for continuous improvement.

Key Responsibilities

• Serve as the first point of contact for end users seeking technical assistance via phone, email, or ticketing system.
• Diagnose and resolve hardware, software, network, and operating system issues through remote and onsite troubleshooting.
• Determine the most effective resolution based on customer-reported issues and technical analysis.
• Guide users through problem-solving steps and provide clear technical instructions.
• Escalate unresolved issues to the appropriate support teams while ensuring proper documentation and follow-up.
• Record incidents, service requests, and resolutions accurately within the IT service management system.
• Monitor, track, and communicate ticket status to ensure timely resolution and customer satisfaction.
• Provide support for Windows desktop environments, Microsoft Office applications, and standard business software.
• Perform user account administration, including Active Directory account management and permissions administration across multiple systems.
• Support mobile devices running iOS and Android operating systems.
• Install, configure, rebuild, and maintain desktop and laptop computers following established standards and documentation.
• Assist with the deployment, maintenance, and lifecycle management of IT infrastructure and organizational technology initiatives.
• Collaborate with internal IT teams and third-party service providers to resolve technical issues.
• Identify opportunities to improve IT support processes, documentation, and customer service.
• Participate in staggered shifts or after-hours support as required.
• Perform other duties as assigned.

Required Qualifications

• Technical education in Information Technology or equivalent practical experience.
• Approximately 5 years of experience in IT support, service desk, or desktop support roles.
• Experience supporting enterprise desktop environments and end users.
• Strong understanding of:
  • LAN, WAN, Wi-Fi, DNS, DHCP, and general networking concepts
  • Windows Client and Windows Server operating systems
  • Microsoft Office and Microsoft 365 applications
  • Active Directory administration
  • PC hardware, software, and client infrastructure
• Experience supporting iOS and Android mobile devices.
• Ability to troubleshoot, repair, and rebuild Windows workstations.
• Knowledge of antivirus software and desktop management tools.
• Strong analytical and problem-solving skills with a solution-oriented mindset.
• Excellent customer service and interpersonal skills.
• Strong written and verbal communication skills.
• Ability to work independently while collaborating effectively within local and remote teams.
• Experience using knowledge bases and technical documentation to resolve issues.
• Ability to prioritize multiple tasks and manage competing deadlines.
• Demonstrated ability to exercise sound judgment and recommend technical or procedural improvements.

Preferred Qualifications

• CompTIA A+ Certification
• ITIL Foundation Certification

Skills & Competencies

• Customer-focused service delivery
• Technical troubleshooting and diagnostics
• Incident and problem management
• Team collaboration
• Strong communication skills
• Process improvement mindset
• Attention to detail
• Adaptability and operational readiness
• Independent decision-making within established procedures

Languages

• Required: English
• Preferred: Portuguese