IT Support Specialist – Desktop Support Technician

About the role

We are looking for an IT Support Specialist to be the trusted face of technology for our employees in Quito. You will own the end‑user experience across hardware, software and everyday tools, ensuring productivity and a secure environment.

Key responsibilities

• Serve as the first point of contact for technical issues via phone, email, chat or ticketing system.
• Provide first‑level troubleshooting for hardware, software and connectivity problems.
• Log, categorize, prioritize and track incidents using the ITSM ticketing platform.
• Escalate unresolved or high‑priority tickets to third‑level support while maintaining ownership.
• Configure, deploy and support desktops, laptops, mobile devices and remote‑access solutions (VPN, virtual desktops, remote desktop tools).
• Assist with onboarding tasks such as account provisioning, access rights setup and system orientation.
• Maintain endpoint security through antivirus installation, patch management and software updates.
• Track IT asset inventory and participate in audits to ensure policy compliance.
• Identify recurring issues, propose improvements and contribute to knowledge‑base articles.

Required profile

• 2–5 years of experience in a service‑desk or IT support role.
• Strong understanding of Windows and macOS operating systems.
• Familiarity with Microsoft 365, Active Directory, Azure and Intune.
• Excellent communication skills and a customer‑focused attitude.

Required skills

• Windows OS
• macOS
• Microsoft 365
• Active Directory
• Azure
• Intune
• VPN and remote‑desktop technologies
• Antivirus and patch‑management tools
• ITSM ticketing systems