IT Helpdesk

Overview:

We are seeking a proactive IT Helpdesk – 1st Level Support professional to ensure the reliability and smooth operation of our software, cloud, and laboratory environments.

In this role, you will be the first point of contact for technical issues, troubleshooting software, applications, cloud infrastructure, Android-based systems, and network incidents to maintain operational continuity. You will monitor system performance, perform routine maintenance, and document support activities while contributing to a growing knowledge base that strengthens our support capabilities.

Beyond day-to-day support, you will also help oversee the proper functioning of our laboratory environment—ensuring equipment, safety standards, documentation, and operational procedures are maintained and continuously improved. Working closely with multiple departments, you will help align technical support and lab activities with broader organizational objectives.

What will you do?

• Troubleshoot and resolve Software, Applications, Cloud infrastructure and network issues to maintain operational efficiency.
• Monitor system performance and proactively address potential issues to prevent downtime.
• Perform routine maintenance tasks, including software updates, systems housekeeping and backups, to keep systems up-to-date and secure.
• Document support requests and resolutions in our ticketing system for accurate record-keeping.
• Contribute to knowledge base articles and documentation to improve our support resources.
• Oversee the daily operations of the laboratory to ensure adherence to safety standards and protocols
• Develop and implement laboratory policies, procedures, and documentation
• Coordinate research activities and projects, ensuring timely completion and accuracy
• Maintain laboratory equipment and supplies, arranging for repairs and replacements when necessary
• Monitor and enforce compliance with regulatory requirements and quality standards
• Conduct regular safety audits and risk assessments to identify and mitigate potential hazards
• Collaborate with other departments to integrate laboratory activities with organizational objectives
• Manage laboratory budgets, including procurement of materials and allocation of resources
• Prepare and deliver reports on laboratory performance to senior management
• Train and mentor new laboratory staff to ensure competence and understanding of protocols
• Continuously seek opportunities for improvement in laboratory processes and procedures 

What are we looking for?

• Associate’s degree in computer science or a related field (or equivalent experience).
• Proven experience in a technical support role.
• Familiarity with networking concepts (TCP/IP, DNS, DHCP).
• Familiarity with Cloud based systems (AWS / Azure)
• Familiarity with android-based systems and related apps
• Excellent troubleshooting and problem-solving skills.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Experience with ticketing systems. 

What can you expect from us?

• A permanent job contract for a long term project;
• Tech equipment + SIM Card + personal smartphone;
• Health and Life Insurance;
• Social events and team buildings;
• The commitment of letting you grow with us, and be rewarded accordingly;
• A dynamic and young team that will be always there to support you;
• Training in the latest technologies;
• Coffee, fruits, snacks and a warm welcoming when you pass by the office.