Associate, IT Help Desk

Global Rescue•Manchester, NH

25d•Onsite

About The Position

Global Rescue is seeking an onsite Associate IT Help Desk professional in Manchester, New Hampshire. The role supports internal users and IT operations in collaboration with a remote IT Infrastructure Team across different locations. It focuses on IT support, network administration, troubleshooting, security, vendor coordination, and administration of Microsoft 365 and identity services. The position contributes to reliable and secure systems supporting Global Rescue’s international crisis response services. Compensation is based on experience, with bonus and benefits.

Requirements

Experience working as an IT help desk or support technician providing Level 1 support.
Experience supporting Windows 10/11 and Mac operating systems.
Experience troubleshooting and repairing desktop, laptop, and printer hardware.
Troubleshooting skills for internet, intranet, wireless, and LAN connectivity issues.
Excellent bilingual communication skills in English and Spanish.
Customer-oriented approach.
Willingness to learn technologies such as cloud platforms, Microsoft 365, Azure, AWS, and PBX.

Nice To Haves

A degree or diploma in Information Technology, Computer Science, or other computer studies is preferred.
Telecoms or call center experience is highly desired.
Hands-on (“smart hands”) experience with network and server devices is highly desired.
Awareness and understanding of AWS, Azure, and Asterisk VoIP are valuable assets.

Responsibilities

Configure and maintain Fortinet firewalls (FortiGate), switches, and wireless access points (FortiAP).
Manage multiple internet connections to support uninterrupted connectivity and compliance with 100% uptime SLA requirements.
Provide support to Windows 11 users and resolve technical issues involving laptops, operating systems, and internet performance.
Install, configure, troubleshoot, and secure Windows 11 systems, including implementing security hardening measures.
Provide remote technical assistance to users in the United States and internationally.
Communicate effectively with end users and management and understand user concerns.
Manage and communicate with external vendors, and identify and select reputable vendors and solutions in Puerto Rico and the United States.
Administer Microsoft 365 services, including Email, Teams, SharePoint, and OneDrive.
Manage users using Entra ID and perform basic Active Directory administration.
Perform other duties as added or assigned.