Help Desk Support Specialist

About the role

We are seeking a versatile IT Help Desk Support Specialist to provide technical assistance across multiple call‑center operations, SaaS platforms for B2B clients, and infrastructure/security projects. The role combines frontline troubleshooting with asset lifecycle management and collaboration with other IT teams.

Key responsibilities

• Deliver first‑line support for call‑center agents, handling workstation, headset, VoIP, softphone and connectivity issues.
• Act as the primary help‑desk contact for several SaaS applications, guiding B2B clients through configuration, usage and escalation of complex problems.
• Assist infrastructure and security teams on network upgrades, server maintenance, vulnerability patching and disaster‑recovery planning.
• Maintain the IT asset inventory, track procurement, deployment, maintenance and disposal of hardware and software licenses.
• Provide general IT support via phone, email, chat and ticketing system, including user onboarding and remote assistance.

Required profile

• Minimum 3 years experience in IT help‑desk, call‑center IT support or SaaS technical support.
• Strong communication skills in English and Spanish, both written and verbal.
• Ability to multitask, prioritize and work independently in a fast‑paced environment.

Required skills

• Ticketing systems (ServiceDesk, Jira)
• Windows OS and Microsoft Office applications
• Microsoft 365, Google Workspace, Active Directory, Remote Desktop tools
• VoIP and call‑center telephony software
• IT asset management and inventory tracking tools
• Basic networking (VPN, TCP/IP, DNS, firewalls, Wi‑Fi troubleshooting)
• Familiarity with SaaS platforms, CRM and ERP systems
• CompTIA A+, ITIL or related cybersecurity certifications (preferred)