IT Help Desk Administrator

About the role

GreenSlate is seeking an IT Help Desk Administrator to deliver first‑tier technical support to its global workforce. The role is remote within Costa Rica, with occasional on‑site requirements, and involves collaborating with other IT staff to resolve a wide range of technical issues.

Key responsibilities

• Provide Tier 1 and Tier 2 support for connectivity, Windows and macOS operating systems, hardware, SaaS applications, VoIP/softphone systems, and general “how‑to” requests.
• Manage user lifecycles (onboarding, offboarding, role changes) across Azure AD, Google Workspace, Okta, or similar identity platforms.
• Image, configure, and deploy laptops and workstations using MDM/RMM tools such as Kaseya or Jamf, including zero‑touch provisioning.
• Create and maintain technical documentation, SOPs, runbooks, and end‑user guides using platforms like Confluence, Notion, or IT Glue.
• Track hardware assets and lifecycle using an ITAM solution (e.g., RipplingIT, Jira Assets, Kaseya).
• Apply networking fundamentals (DNS, DHCP, TCP/IP, VLANs, LAN/WAN, VPN) and enforce security hygiene (MFA, phishing triage, endpoint EDR).

Required profile

• Friendly, organized, self‑motivated individual who enjoys helping people.
• Ability to work in a fast‑paced environment handling diverse technical challenges.
• Strong communication skills for both technical and non‑technical audiences.

Required skills

• Windows and macOS operating systems
• ITSM ticketing platforms (Jira Service Management, Zendesk, ServiceNow)
• Azure AD, Google Workspace, Okta (SSO/IdP)
• MDM/RMM tools (Kaseya, Jamf) and zero‑touch provisioning
• Documentation tools (Confluence, Notion, IT Glue)
• ITAM platforms (RipplingIT, Jira Assets, Kaseya)
• Networking concepts: DNS, DHCP, TCP/IP, VLANs, LAN/WAN, VPN (split‑tunnel, site‑to‑site, zero‑trust)
• Security practices: MFA, phishing triage, endpoint EDR