IT Helpdesk - Part time - San Pedro Sula

POSITION OVERVIEW

Puzzle is seeking a proactive, adaptable, and detail-oriented Junior Help Desk Technician to join our IT team. Reporting to the CFO/IT Director, this hybrid role is essential in supporting our growing organization and ensuring a smooth technology experience for employees across the company.

This position is ideal for an entry-level IT professional looking to grow their career in a collaborative and fast-paced environment. The ideal prospect is eager to learn, comfortable handling day-to-day technical support tasks, and capable of adapting quickly to new technologies, processes, and business needs.

You will support the full lifecycle of help desk operations, including user support, hardware maintenance, inventory management, account administration, and equipment coordination.

Key Responsibilities

HELP DESK & USER SUPPORT

• Respond to and resolve user support requests submitted through Slack, email, or ticketing systems

• Troubleshoot hardware, software, connectivity, and account access issues

• Provide friendly, professional, and timely technical support to internal employees

• Escalate complex technical issues when necessary while maintaining ownership and follow-through

HARDWARE & DEVICE MANAGEMENT

• Configure, deploy, maintain, and troubleshoot company devices, including laptops, desktops, tablets, and peripherals

• Perform preventive and corrective maintenance on IT equipment

• Assist with onboarding and off-boarding equipment setup processes

ACTIVE DIRECTORY & IDENTITY SUPPORT

• Assist with user account provisioning, password resets, access management, and basic Active Directory administration

• Support MFA configuration and user authentication troubleshooting

MICROSOFT INTUNE & ENDPOINT SUPPORT

• Assist with device enrollment, compliance monitoring, and policy support through Microsoft Intune or similar MDM platforms

• Support endpoint management and basic security compliance tasks

INVENTORY & ASSET MANAGEMENT

• Maintain accurate IT asset inventory records and equipment tracking

• Organize and manage physical IT storage and equipment lifecycle processes

• Coordinate equipment requests and logistics under the CFO/IT Director's guidance

NETWORKING & REMOTE SUPPORT

• Troubleshoot basic networking and connectivity issues, including VPN access, Wi-Fi, DNS, and DHCP-related problems

• Provide remote support using collaboration and remote access tools

• Coordinate with external vendors or service providers when needed

Required Qualifications

• 1–2 years of experience in IT support, help desk, technical support, or similar entry-level IT roles

• Strong willingness to learn and grow within an IT career path

• Good troubleshooting and problem-solving skills

• Basic understanding of Active Directory concepts and user account management

• Foundational knowledge of networking concepts such as TCP/IP, DNS, DHCP, and VPN

• Experience supporting Windows and macOS environments

• Familiarity with Microsoft Office 365 applications and basic administration

• Experience with Microsoft Intune or similar MDM platforms is a plus

• Ability to diagnose and troubleshoot basic hardware and software issues

• Strong organizational skills and attention to detail

• Adaptability and ability to work in a fast-paced, changing environment

• Ability to manage multiple tasks and priorities effectively

• Strong customer service mindset and positive attitude

English Communication Requirements

• Intermediate to advanced English communication skills (written and verbal)

• Ability to communicate clearly and professionally with internal teams and stakeholders

• Comfortable participating in meetings, documenting technical issues, and providing support in English.

Preferred Qualifications

• Experience with ticketing systems or service desk platforms

• Familiarity with remote support tools such as TeamViewer, Remote Desktop, or similar solutions

• Exposure to Microsoft Azure, Entra ID, or cloud-based environments

Work Environment

• Hybrid schedule with a combination of remote and onsite work and part-time commitment.

• On-site presence required for inventory management, hardware support, and office IT operations. Preferably 3 days onsite and 2 WFH.

• Collaborative, team-oriented environment with opportunities for mentorship and growth