IT Support Technician

About the Role

Na Praia is seeking a dedicated IT Support Technician to join our team in the United States. This full-time, onsite position is ideal for individuals with entry to mid-level experience, aiming to support and maintain our organization's IT infrastructure while delivering excellent customer service.

Primary Responsibilities

• Deliver first-level technical assistance for hardware, software, network, and system-related problems.
• Efficiently diagnose, troubleshoot, and resolve IT-related incidents.
• Install, configure, and upkeep IT equipment including desktops, laptops, printers, and mobile devices.
• Provide support for operating systems, business applications, email, and collaboration platforms.
• Handle user account management, including passwords, access rights, and configuration settings.
• Oversee the health of IT infrastructure, networks, and connected devices.
• Refer complex technical issues to senior personnel or external vendors when necessary.
• Assist with system upgrades, installation of new software, and hardware deployment.
• Maintain detailed documentation of support tickets, issue resolutions, and IT assets.
• Support onboarding and offboarding processes by preparing devices and account setups.
• Inform users about IT best practices, security policies, and appropriate system usage.
• Ensure adherence to company IT regulations, security protocols, and data privacy standards.

Qualifications and Skills

• Prior experience in IT support, help desk, or a related technical role is preferred.
• Foundational knowledge of computer hardware, operating systems, networking principles, and troubleshooting.
• Familiarity with Windows, macOS, Microsoft 365, Active Directory, and common enterprise software.
• Understanding of networking protocols such as TCP/IP, DNS, DHCP, Wi-Fi, and VPN connectivity.
• Strong analytical and problem-solving capabilities.
• Excellent communication skills coupled with strong customer service orientation.
• Ability to effectively prioritize multiple technical support requests.
• Meticulous attention to detail and dedication to service excellence.
• Relevant certifications like CompTIA A+, Network+, Microsoft certifications are beneficial.
• Diploma or Bachelor's degree in Information Technology, Computer Science, Network Engineering, or related field preferred.

Benefits and Professional Development

• Gain practical experience across diverse IT systems and technologies.
• Exposure to areas including technical support, networking, cybersecurity, cloud services, and infrastructure management.
• Pathways for career advancement into roles such as Senior IT Support Technician, Systems Administrator, Network Engineer, IT Analyst, or IT Manager.
• Enjoy a collaborative, technology-focused, and supportive work environment.
• Access to training programs, certification assistance, and opportunities for professional growth.
• Competitive pay and a full range of employee benefits.