Back to jobs
New

IT Help Desk Agent

Latam

Launchpad, a people-first technology company, is a leader in North America´s rapidly growing tech sector. Through two solutions, Launchpad supports its clients with digital transformation:

  • PaasportTM, our iPaaS solution, streamlines software integration and automates workflows.
  • Nearshore Staff Augmentation, our managed IT staffing service, connects top IT talent across various geographical regions, bringing industry expertise to leading clients.

Based in Vancouver, Canada, our operational footprint spans across North and South America, with a second headquarters in Santiago, Chile.

In 2023, our unwavering dedication to innovation garnered recognition as a Deloitte Technology Fast 50™ Program Company. Our clientele boasts industry leaders such as Walmart, GM, TIME Magazine, Salesforce, Tableau, Splunk, Bolt.com, Freedom House, and more.

At Launchpad, we genuinely care about our people as individuals. If you are looking for a team that values growth, drive, and passion for your craft, if you’re seeking a place to achieve your goals and dreams with fairness and integrity, then we’d love to hear from you.

We are seeking a dedicated and skilled Help Desk Tier 1 Agent to join our team. In this role, you will provide first-line technical support to internal users, ensuring quick resolution of hardware, software, and networking issues. The ideal candidate will demonstrate exceptional communication skills, technical expertise, and a proactive approach to problem-solving.

 

Responsibilities

  • Act as the first point of contact for all technical support inquiries via phone, email, chat or specific Help Desk tools.
  • Diagnose and resolve complex technical issues related to hardware, software, devices, drivers, connectivity, and in-house applications.
  • Escalate unresolved issues to inhouse Tier 2 / Tier 3 support teams with clear documentation of troubleshooting steps.
  • Maintain accurate records of all support interactions and resolutions in the ticketing system.
  • Utilize knowledge bases, manuals, and established processes to address and resolve user issues effectively – IT Glue.
  • Collaborate with internal teams to identify recurring issues and recommend solutions.
  • Multi Factor Authentication setup for new user
  • Onboarding and Offboarding users using PowerShell script.
  • Maintain and install the standard image for corporate devices.
  • Setting up iPhones / iPads
  • Help maintain internal IT documentation in IT Glue.
  • Work with other IT teams, such as Infrastructure, Security or database administrators, to resolve issues

Requirements

  • Proven experience of 2 to 3 years in a Tier 1 IT Support role or similar.
  • Strong understanding of Active Directory
  • Hardware (laptop, desktop, iPhone, iPad, printers, peripherals) and software troubleshooting.
  • Networking basics and connectivity issues.
  • Microsoft Application Suite (e.g., Outlook, Teams, Word, Excel).
  • Familiarity with ticketing systems and remote support tools (e.g., Zendesk, Jira, Freshdesk).
  • PowerShell knowledge
  • Security experience a plus
  • Admin center: SharePoint, O365, TEAMS, Exchange
  • Exceptional communication skills in English.
  • Strong problem-solving and multitasking abilities.
  • Empathy and patience in addressing user concerns.
  • Bilingual English proficiency 
  • Availability for rotational shifts and/or on - call support

 

Preferred Qualifications

  • Certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator are a plus.
  • Experience supporting internal clients in a corporate environment.

 

Why work for Launchpad?

  • 100% remote
  • People first culture
  • Excellent compensation in US Dollars
  • Hardware setup for working from home
  • Work with global teams and prominent brands based in North America, Europe, and Asia
  • Training allowances
  • Personal time off (PTO) for vacations, study leave, personal time, etc.
  • ...and more!

At Launchpad, we genuinely care about our people as individuals. If you are looking for a team that values growth, drive, and passion for your craft, if you’re seeking a place to achieve your goals and dreams with fairness and integrity, then you are the future of Launchpad. Launchpad is committed to fostering a diverse and representative workforce and an inclusive work environment where all employees are respected and treated equally.

Are you ready to elevate your career at Launchpad? We want to hear your story! Contact us today.

 

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...

Please select one of the options based on the following definitions. 
None: you may know a few words, but can’t form sentences or carry on a conversation.
Basic: you can form basic sentences, including asking and answering simple questions.
Intermediate: you can handle basic work commands and social phrases, but still need help with more extensive conversations. You can only operate independently in basic conversations.
Advanced: you can have advanced discussions on a wide range of topics about personal life, current events, and technical topics. You may still have a minor accent and may occasionally misspeak or make minor mistakes. Your vocabulary is extensive and can carry on conversations with ease.
Bilingual: you have been raised speaking the language as your native tongue or have been speaking it for so long that you are completely fluent. You have little or no accent."

Select...