IT Support Specialist

Role Details
Type of Support: Tickets, chats
Contract Type: Full-time
Training Schedule: Monday - Friday, 10:00am - 7:00pm | Weekends off
Work Schedule: Monday - Friday, 10:00am - 7:00pm | Weekends off
Work type and Location: Hybrid - San Pedro Sula & Tegucigalpa | You are required to go to the office on Mondays and Tuesdays during the first 60 days of employment
Start Date: 1/9, 2025

About Us
We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.

We are recognized as a Most Loved Workplace, and we think it’s because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day-to-day, and thrive.

The Role
As an IT Help Desk Administrator, you will work with our Partner’s internal IT operations & help desk team to provide world-class desktop and application support to 1,400+ users. You will troubleshoot multiple computer platforms (Windows, MacOS, and Smartphone). You will support various administrative and desktop-related applications and users who work from home or travel.

This is a hybrid role that will require 2 days in office.

What You’ll Do:

• Provide remote troubleshooting for applications, computers (Windows and Mac OS), and hardware for end users.
• Administer corporate applications with a focus on solution-based delivery and management.
• Handle incident and service request tickets at Tier 1 and Tier 2 levels.
• Follow standard operating procedures to complete directives.
• Assist with the timely on/offboarding of full-time employees and contractor accounts in IT systems.
• Resolve issues escalated from Tier 1 agents, requiring intermediate knowledge of systems, applications, and hardware configurations.
• Participate in project activities and tasks as needed.

What We Expect From You:

• Exceptional customer service skills, focusing on problem-solving, communication, and providing a positive user experience.
• Working knowledge of basic network concepts, including TCP/IP, LAN, WAN, wireless networking, VPN, and IP telephony, ensuring you can troubleshoot and resolve connectivity issues effectively.
• Strong technical expertise in various systems and applications, such as PC hardware, Google Apps, Slack, Zoom, iOS/macOS, Microsoft Windows, and Microsoft Active Directory in a networked environment. Your ability to navigate and configure these tools will be crucial in providing seamless support to end users.
• Thrive in a fast-paced, dynamic environment and are comfortable handling multiple support tickets while ensuring quality and timely resolution.
• Proactive in staying updated on emerging technologies and IT trends, bringing a continuous learning mindset to the role.
• Strong problem-solving abilities and can confidently handle escalated issues, using critical thinking to identify solutions and mitigate recurring problems.
• Work effectively both independently and as part of a collaborative team, contributing to projects and task completion while supporting team goals and efficiency.
• Experience working with or are willing to quickly learn corporate IT systems and software management tools, contributing to the overall success of the IT department and the company.

What You’ll Get In Return:

• Hybrid working arrangements
• Competitive Base Salary
• Generous paid vacation
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Access to free posture-based fitness workouts from home paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture Is At Our Core
Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].