Helpdesk Tier 1

Are you looking to join an organization that is growing and dynamic? What about a high-energy, collaborative environment that rewards hard work?

J.S. Held is a global consulting firm providing technical, scientific, and financial expertise across all assets and value at risk. Our professionals serve as trusted advisors to organizations facing high-stakes events demanding urgent attention, staunch integrity, clear-cut analysis, and an understanding of both tangible and intangible assets. The firm provides a comprehensive suite of services, products, and data that enable clients to navigate complex, contentious, and often catastrophic situations. We have over 100 locations worldwide. We are highly committed to all members of our community, both employees and clients. Our organization focuses on promoting a sense of community and inspiring our people to achieve results that exceed goals.

We are seeking a Helpdesk Tier 1 Agent to join our Technology Services team. This is a unique opportunity for an entrepreneurial, highly driven person with a well-rounded skill set.

**_ Shift - Overnight 12am - 8:30am Monday - Friday (flexibility for weekends)_**_._**

**_ To be considered for this position please summit your resume in English._**

**Responsibilities**:

- Troubleshooting problems and providing immediate resolution, or performing additional research as needed to resolve issues
- Performing root cause analysis and developing checklists for typical problems and recommending procedures and controls for problem prevention
- Creating and managing detailed tickets documenting requests, troubleshooting and resolution of incidents and requests
- Escalate as it fits the situation to Tier II agents or as per Tier I lead´s instructions
- Handle provisioning and deprovisioning activities for accounts and accesses, onboarding and terminations related activities
- Comply with defined SLAs, response times, quality guidelines
- Elaborate thorough hand off documentation as required for other shifts' awareness

**Attributes & Background**:

- You must have a minimum of 2 years of experience in a direct end-user support role
- This position requires a highly motivated individual - you must be proactive, enthusiastic, agile, show initiative, and be good at multi-tasking
- Are you organized and detail-oriented? This position requires someone who notices the little things and triple checks processes and information for compliance and accuracy
- You must be able to identify roadblocks, craft comprehensive solutions, and deliver successful outcomes
- Though we are a fast-paced company, we pride ourselves on a flexible work environment and excellent team culture
- Responsible and resourceful individual able to work in collaborative environment
- Knowledge of Microsoft Office 365 (Outlook, Excel, Word)
- Knowledge of Microsoft Windows 10 / Windows 11
- Knowledge of Microsoft Azure
- Knowledge of Cloud-based storage systems
- Knowledge of Adobe Cloud products
- Experience with FreshService or comparable ticket tracking system
- Knowledge of ITIL
- Bachelor’s degree preferred.
- Minimum of 2-3 years of job stability in a corporate support environment
- Cyber Security knowledge a plus

**Other**
- Location: Colombia or Mexico
- Language Skills: Professional Fluency in English
- Travel: None
- Remote work requires a stable high-speed internet connection and quiet working environment
- Overnight 12am - 12pm Thursday - Sunday (flexibility for weeknight overnights)

J.S. Held is dedicated to becoming the global leader in providing multi-disciplinary consulting services to the construction, government, healthcare, industrial, insurance, energy, legal, and technology, communities. We have diverse practice areas including Construction Advisory, Financial Investigations, Forensic Accounting & Economics, Forensic Architecture & Engineering, Surety, Environmental Health & Safety, Equipment, Toxicology, and Building & Property Consulting, among other disciplines. J.S. Held is devoted to recruiting and cultivating top industry talent to build a collaborative and diverse team of experts. We leverage our experience to provide local, cost-efficient solutions and an unrivaled client experience. **We embrace diversity and are proud to be an equal opportunity employer. Our commitment to building a team and environment that fosters professional and personal enrichment is unwavering. We are greater when we are equal**

Our **mission** is to serve as trusted, expert advisors to organizations around the world facing high-stakes situations that demand urgent attention, exceptional knowledge, staunch integrity and objective, clear-cut analysis and advice.

**Some of the Benefits We Have Include**

J.S. Held understands all our employees are people and sometimes life needs flexibility. We work to always provide an environment that best supports and suits our team’s needs.
- Our flexible work environment allows employees to work remotely, when needed
- Ge