IT Help Desk Technician

Ariva Group - Laredo, TX

Full-time - Entry Level

Laredo, TX

About the position

The IT Help Desk Technician at Ariva Group LLC is responsible for providing in-person and remote technical support to employees, ensuring the smooth operation of various IT equipment and systems. This role involves troubleshooting hardware and software issues, maintaining compliance with IT policies, and assisting with onboarding and offboarding processes. The technician will also provide training and guidance to end users, while maintaining accurate records of technical issues and solutions.

Responsibilities

• Provide in-person and remote support for all employees' laptops, phones, tablets, computers, cameras, scanners, printers, POS terminals, and peripherals.
• Troubleshoot, diagnose, and resolve technical hardware and/or software issues in a timely manner.
• Repair or replace faulty hardware components such as hard drives, memory modules, or network cards.
• Liaise with external vendors for procurement of IT equipment, software licenses, and warranty services.
• Ensure compliance with IT policies, procedures, and regulatory requirements related to data security and privacy.
• Assist with device provisioning and account administration for all onboarding and offboarding staff requests.
• Support office servers and network infrastructure as needed.
• Provide information on IT products or services.
• Keep records of problems and their resolution.
• Provide feedback on processes and make recommendations on areas to improve.
• Maintain technical documentation and service catalog on installation of software, configuration of hardware, and problem troubleshooting.
• Perform routine maintenance tasks such as updates, patches, and system monitoring to ensure optimal performance.
• Provide training and technical guidance to end users on using software applications and tools effectively.
• Maintain accurate records of technical issues and solutions for future reference and knowledge sharing.
• Assist with relocating computer equipment when necessary.

Requirements

• Associate Degree or Technical Certification in IT, Computer Science, or a similar relevant field.
• Two years of working experience as an IT Help Desk Technician or in a similar role.
• Hands-on experience with diagnosing and resolving basic technical issues.
• Working knowledge of Microsoft and Apple operating systems.
• Excellent communication and interpersonal skills.
• Bilingual in English and Spanish preferred.