Info on the IT Help Desk Specialist role

Ready to take the next step in your international career? We can support you!

Ubiminds is a GPTW-certified, people-first company that partners with American software product companies to scale their global teams. We connect top LATAM talent with international product companies while providing full employer-of-record support and long-term career development.

In this opportunity, you will join a global IT Support function, providing Level 1 technical support to users across multiple locations and remote environments. You’ll be responsible for troubleshooting day-to-day technology issues, managing tickets, communicating with users, and escalating more complex issues to specialized IT teams.

Challenge

We’re looking for an IT Help Desk Specialist with strong troubleshooting and customer-service skills to support users across a global organization.

You will act as a first point of contact for technical issues involving Windows 11, Microsoft 365, Active Directory, identity and access management, networking, collaboration tools, hardware, and enterprise applications.

The ideal candidate is organized, detail-oriented, comfortable working independently, and able to communicate clearly with users of different technical backgrounds while following established support and security procedures.

Responsibilities

• Provide Level 1 technical support to users across global locations and remote environments.

• Respond to incidents and service requests based on business priority, impact, and SLA expectations.

• Perform initial troubleshooting and identify likely causes of technical issues.

• Own assigned tickets through resolution or appropriate escalation.

• Provide timely and professional updates to users throughout the support process.

• Accurately document troubleshooting steps, resolutions, communications, and escalation details in the ticketing system.

• Escalate advanced, administrative, security-related, or onsite issues to the appropriate IT teams.

• Follow established support procedures, knowledge articles, escalation paths, and service expectations.

• Assist with standardized user access and identity management requests within the Help Desk scope.

• Support newly introduced technologies, applications, AI capabilities, and other technology tools as they are incorporated into the support model.

• Participate in knowledge transfer and help improve documentation and troubleshooting procedures.

• Identify opportunities to improve the overall end-user support experience.

Support Scope

You will provide support across:

• Windows 11 endpoints and end-user computing devices.

• Microsoft 365 and common productivity applications.

• Active Directory, identity, and access management.

• Collaboration and communication platforms.

• Enterprise business applications and supported platforms.

• Endpoint hardware and peripherals.

• Networking and connectivity.

• Information security tools and processes.

• Remote access and connectivity technologies.

• New applications, AI capabilities, platforms, and technology tools introduced by the organization.

Mandatory Skills

• 2–3 years of experience providing IT support in a corporate environment.

• Experience providing remote technical support to users across multiple locations or regions.

• Strong Windows 11 troubleshooting skills.

• Working knowledge of Microsoft 365 and common end-user productivity applications.

• Working knowledge of Active Directory and identity and access management concepts.

• Understanding of basic networking and connectivity troubleshooting, including DNS and DHCP concepts.

• Experience working with ticketing systems and established incident and escalation processes.

• Strong troubleshooting, problem-solving, and analytical skills.

• Strong written and verbal communication skills.

• Strong customer-service orientation and ability to support users with different levels of technical proficiency.

• Ability to work independently while following established procedures and escalation paths.

• Strong attention to detail and commitment to accurate ticket documentation.

• Ability to prioritize tasks effectively in a fast-paced global support environment.

• Strong English communication skills.

Nice to Have

• Familiarity with Group Policy.

• Experience supporting users across global or distributed environments.

• Experience with additional identity and access management platforms.

• Experience supporting enterprise business applications.

• Experience with endpoint management and remote support technologies.

• Familiarity with information security processes and tools.

• Experience supporting new AI-powered technologies or modern workplace platforms.

Service & Security Expectations

• Follow established security policies, standards, and procedures.

• Protect confidential and sensitive information encountered while providing technical support.

• Follow approved identity verification and access-management procedures.

• Escalate suspected security incidents, unusual activity, or requests requiring elevated access through established channels.

Team & Environment

• Global IT Support function supporting users across multiple locations and remote environments.

• Collaborative environment with clear support procedures and escalation paths.

• Strong focus on customer service, troubleshooting, documentation, and operational reliability.

• Opportunity to work with a broad range of enterprise technologies and platforms.

• Environment that values continuous improvement, knowledge sharing, and reliable end-user support.

About Ubiminds

Our Culture

People First. We are all about people!

Challenge yourself. There’s always room for improvement and continuous improvement is in our essence.

Make it happen. Be ready to take challenges as they come. It’s all about attitude and commitment.

We’re in this together. We work as a team, thrive as a team, and evolve as a team.

Averaging on awesome. We work hard to deliver high-quality services and look forward to exceeding expectations.

Keep it real. We promise you honesty, transparency, and openness, regardless of the situation.

Perks and Benefits

As an IT Help Desk Specialist @Ubiminds, you:

• Work as part of an international technology team.

• Receive full back-office support, from career guidance to HR and concierge services.

• Enjoy our remote-first policy.

• Get your own MacBook.

• Have access to growth opportunities with other technology professionals through tech talks, chapter meetings, and remote happy hours.

• Improve your English through free lessons with a native English speaker.

• Participate in our Candidate Referral Bonus program.

• Have access to our Florianópolis headquarters whenever you want, with snacks, soft drinks, games, and weekly quick massages.

How our process works

• Interview with Tech Recruiter – chat about the job opening and your experience.

• Client process – this may vary depending on the opportunity.

• Offer 🎉

We may use artificial intelligence (AI) tools to support parts of the recruitment process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans.