Mid IT Help Desk Technician

November 5

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Lean Tech

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B2B • Recruitment • SaaS

Lean Tech is a staff augmentation company that specializes in offering businesses the talent and support they need through a proven nearshore and offshore model. The company helps in establishing remote satellite offices in Latin America and the Philippines, building mission-critical teams across various business functions such as operations, technology, marketing, and sales. Lean Tech focuses on workforce optimization, providing tailored solutions to align people, processes, and technology to enhance customer experiences while minimizing costs. The company also emphasizes social impact by engaging in corporate social responsibility initiatives.

501 - 1000 employees

🤝 B2B

🎯 Recruiter

☁️ SaaS

📋 Description

• Serve as the first point of contact for internal users via phone, email and/or internal communication channels, responding promptly to support requests through a softphone queue (8x8). • Create and triage tickets using GoToAssist (or similar) for all inbound support calls. • Walk the end-user through the problem-solving process with an appropriate level of detail • Support Microsoft Outlook users with email archiving, performance, and configuration issues. • Execute Microsoft Active Directory tasks such as password resets, account unlocks, and basic access management. • Use remote access tools to troubleshoot and resolve user issues related to desktops and email. • Escalate tickets as needed by tagging senior technicians or on-site support via Microsoft Teams. • Contribute to documentation efforts by helping consolidate and formalize standard operating procedures (SOPs) and troubleshooting guides. • Participate in internal knowledge sharing and propose improvements to processes or ticket handling workflows. • Provide exceptional customer service with a proactive and patient attitude, ensuring users feel heard and supported. • Maintain internal communication etiquette across Teams, email, and phone channels.

🎯 Requirements

• 1–2 years of experience in a Help Desk, Service Desk, or IT Support role. • Solid understanding of Windows operating systems and Microsoft Office 365, especially Outlook. • Proficiency with Microsoft Active Directory (password resets, account management). • Experience using remote support tools (e.g., GoToAssist, TeamViewer, AnyDesk). • Experience with ticketing systems (client uses GoToAssist but values experience in better systems like Zendesk, Freshservice, Jira Service Management, etc.). • Ability to manage and prioritize multiple incoming requests during high-volume periods. • Strong spoken English skills, especially for phone-based support. • Excellent interpersonal and communication skills with a customer-first mindset. • Exposure to documentation/SOP creation (Plus) • CompTIA A+ (Plus)

🏖️ Benefits

• Professional development opportunities with international customers • Collaborative work environment • Career path and mentorship programs