Technical Support Associate (On-Site)

Job Purpose This position is responsible for providing first-level technical support to end users and ensuring the effective delivery of IT services across the organization. The role supports the maintenance and operation of IT infrastructure, telephony, network connectivity, hardware, software, and user access services. The Technical Support Associate is also responsible for supporting IT Service Management (ITSM) processes, including incident management, request fulfillment, ticket administration, service level compliance, and continuous service improvement activities following ITIL best practices. Primary Job Accountabilities/Responsibilities Provide first-level support for hardware, software, telecommunications, mobile devices, and network connectivity issues. Perform troubleshooting, diagnosis, and resolution of routine technical incidents affecting end users and business operations. Respond to requests for support, installation, configuration, relocation, and removal of hardware and software provided by the company. Own and track incidents and service requests through resolution, ensuring compliance with established Service Level Agreements (SLAs). Administer and maintain IT service management processes related to Incident Management and Request Fulfillment. Identify recurring issues, incident trends, and service improvement opportunities and communicate findings to appropriate IT teams. Collaborate with internal technical teams and third-party vendors to resolve escalated incidents and service requests. Provide excellent customer service and maintain effective communication with end users throughout the support lifecycle Required Experience, Skills, and Knowledge Education Associate's or Bachelor's Degree in Information Technology, Computer Systems, Computer Science or Engineering, or equivalent experience. Previous Experience At least two (2) years of experience in a Technical Support, Help Desk, Service Desk, Desktop Support, or similar IT support role. Knowledge and Skills Strong analytical, troubleshooting, and problem-solving skills. Experience supporting Windows desktop environments. Experience administering and supporting Microsoft 365 services. Experience with identity and access management solutions (e.g., Active Directory, Okta). Basic Microsoft Azure administration knowledge. Knowledge of DNS, DHCP, and networking fundamentals. Understanding of cybersecurity fundamentals, endpoint protection, phishing awareness, and security incident escalation procedures. Familiarity with endpoint management solutions such as Microsoft Intune, endpoint provisioning, and device compliance management. Knowledge of IT Service Management (ITSM) concepts and processes. Understanding of Incident Management, Request Fulfillment, escalation procedures, and SLA management. Strong customer service orientation and commitment to delivering a positive end-user experience. Excellent written, verbal, and interpersonal communication skills in Spanish and English. Ability to collaborate effectively across technical and business teams. Demonstrated accountability, organization, and attention to detail. Other Requirements Ability to prioritize and manage multiple tasks in a fast-paced environment, while demonstrating a strong sense of urgency. Ability to maintain confidentiality when handling sensitive information. Commitment to continuous learning, professional development and the adoption of emerging technologies. Preferred Experience, Skills, and Knowledge Knowledge of ITIL principles and best practices. Experience supporting LAN and WAN environments. Experience with IT asset management processes. Experience with service reporting and SLA management. Experience with Service Desk / ITSM solutions such as ServiceNow, Jira Service Management, Freshservice, Ivanti, ManageEngine, or similar platforms Familiarity with workflow automation and AI-enabled productivity tools used to improve efficiency, service delivery, and knowledge management