IT Specialist | Location: Orlando, FL
About Us:
Helpware 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 Overview: This 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 Responsibilities:
- Install 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.
Qualifications:
- Experience in a BPO environment
- Desktop Support or IT Help Desk experience
- Proficiency researching and troubleshooting complex problems and errors
- Demonstrated ability with basic networking and telephony
- Demonstrated ability to research, plan, document, and execute complex tasks/projects
- Excellent written and oral communication skills
- Excellent interpersonal and customer service skills
- Excellent work ethic and dedication
- Associate’s (or equivalent) degree in Computer Science or Information
- Technology from a technical school OR equivalent combination of education
- and experience
- CompTIA (A+, Network +, Server+ and Security+ certifications and/or Microsoft
- Certified IT Professional (MCITP) are a plus but not required
- Experience with multiple operating systems including Windows, MacOS and
- ChromeOS
- Experience with O365 and Google Workspace Enterprise
- Familiarity or experience with common security frameworks for SOC2 or ISO 27001
Skills Required
- Experience in a BPO environment
- Desktop Support or IT Help Desk experience
- Ability to research and troubleshoot complex problems and errors
- Basic networking and telephony experience
- Ability to research, plan, document, and execute complex tasks or projects
- Excellent written and oral communication skills
- Excellent interpersonal and customer service skills
- Excellent work ethic and dedication
- Associate degree or equivalent in Computer Science or Information Technology from a technical school, or equivalent education and experience
- Experience with Windows, macOS, and ChromeOS
- Experience with Microsoft 365 and Google Workspace Enterprise
- Familiarity or experience with SOC 2 or ISO 27001 security frameworks
- CompTIA A+, Network+, Server+, or Security+ certification
- Microsoft Certified IT Professional certification
What We Do
Founded in 2015, Helpware is a company taking a modern approach to the outsourcing industry. We created the company to change perceptions of what outsourcing is and can be, and we did that by building amazing cultures in each of our locations, and by simply treating our employees better. With Helpware, we are all a team and family, and you'll see that true difference when partnering with us. Helpware builds customized teams in Customer Service and Back Office for industry-leading startups and modern companies. With offices in California, Colorado, Kentucky, Ukraine, Philippines, Germany, and Mexico, we have the global scale to tailor custom teams and processes for success to our many powerhouse clients. Helpware has grown over the years, initially catering to startup client partners, and has now evolved into creating client partnerships with large enterprises as well.
