IT Admin

IT SpecialistLocation: Orlando, FLHelpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best in class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.Position OverviewThis position provides basic technical on-site and remote support including diagnosis of user problems related to specific supported hardware, software, and networking services provided by the IT department. Reporting directly to the Director of Technology Operations, this position serves as the first point of contact troubleshooting, technology training, and new technology needs and facilitates the next level of support personnel for issues he/she cannot individually resolve.Primary ResponsibilitiesInstall and configure new hardware, maintain existing hardware, and track hardware inventory in real-time.Problem recognition, research, isolation, resolution and follow up for all computers and software.Operating system and software installation and configuration and maintain an accurate software license tracking system in real-time.Asset management - responsible for tracking desktop hardware and software inventory in real-time.On-site support - participate in end-user support and problem management for all areas of the IT infrastructure.Coordinate with supervisors to provide high-quality support for new systems, projects and upgrades.Other duties as assigned.QualificationsExperience in a BPO environmentDesktop Support or IT Help Desk experienceProficiency researching and troubleshooting complex problems and errorsDemonstrated ability with basic networking and telephonyDemonstrated ability to research, plan, document, and execute complex tasks/projectsExcellent written and oral communication skillsExcellent interpersonal and customer service skillsExcellent work ethic and dedicationAssociate's (or equivalent) degree in Computer Science or Information Technology from a technical school OR equivalent combination of education and experienceCompTIA (A+, Network +, Server+ and Security+ certifications and/or Microsoft Certified IT Professional (MCITP) are a plus but not requiredExperience with multiple operating systems including Windows, MacOS and ChromeOSExperience with O365 and Google Workspace EnterpriseFamiliarity or experience with common security frameworks for SOC2 or ISO 27001