IT Help Desk Agent

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. 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. Responsibilities
- 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.