IT Helpdesk Technician

Mod Op is a full-service advertising agency with offices in New York, Los Angeles, Miami, Minneapolis, Portland, Dallas, Kansas City, Cleveland and Panama City, Panama. Thanks to ongoing growth-by-acquisition directed by our dynamic former-venture-capitalist CEO and our team of industry leaders, Mod Op can offer you a generous time-off package, access to low-cost, high-quality health care options, and a team of enthusiastic, collaborative, and motivated coworkers who see career development and personal development as intertwined.

The **IT Helpdesk Technician** provides technical assistance and support for incoming queries and issues related to computer systems, software, and hardware, as well as monitoring networking equipment, telecommunications, servers, workstations and laptops, cloud-based services, operating systems, hardware, software, peripherals, and office automation equipment.

As the **IT Helpdesk Technician**, you will
- Communicate effectively to understand the problem and explain its solution
- Perform remote troubleshooting through diagnostic techniques and asking pertinent questions
- Determine the best solution based on the issue and details
- Walk staff members through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Make basic changes to Microsoft Office 365, Azure Active Directory, and/or local Active Directory, adding or deleting accounts, modifying group memberships, access privileges, and licenses.
- Conduct, monitor, and verify internal backups.
- Install, modify, and repair workstation hardware, software, and peripherals.
- Monitor and oversee workstation software deployment
- Install and configure handsets and speakerphones for Microsoft Teams Voice
- Install and manage A/V conferencing equipment, including displays, web cameras, microphones, and other devices
- Assist with managing cloud tools and services, including Microsoft 365, Box, Slack, Microsoft Teams, Atlassian Cloud, ConnectWise Control, SmartSheet, Azure, AWS, domain registration, DNS, Vimeo, Adobe Creative Cloud, and others
- Assist with IT Security audits as needed
- Support and enforce all IT policies and procedures for system and network architecture, security, and disaster recovery.
- Assist with asset management for IT hardware, software, and peripherals
- Identify and suggest possible improvements in procedures and tools
- Assist with documenting IT workflows and best practices
- Help maintain Mod Op IT user knowledge-base in Jira Service Management
- Keep current with the latest technologies

**Requirements**:

- **To be considered for this position, you must reside or have working permit to work in Panama, Panama City.**:

- 6+ years of related work experience.
- Proven experience as Helpdesk Technician or other IT customer support role
- Tech savvy with working knowledge of office automation products, databases and remote control
- Intermediate knowledge of Windows 10, macOS, iOS, and Android troubleshooting and configuration
- Ability to diagnose and resolve basic technical issues
- Proficiency in English
- Excellent communication skills
- Customer-oriented and cool-tempered
- Sound understanding of computer systems (hardware/software), networks, etc.

**Preferred Education and Experience**:

- Bachelor’s degree preferred.
- Knowledge of creative tools such as Adobe Creative Cloud

**Benefits**
- Work from Home
- Shared Office in Spaces with more than 415 locations all over the world (5 in Panama City)
- Private Office within the coworking space
- Comfortable working environment
- No formal office dress code
- Salary with an annual review
- Monetary compensation for internet and electricity expenses used at home
- Payment of wages before the regular Panama payment days
- Excellent work schedule that will fit your lifestyle
- Weekends off
- Private medical insurance
- Continuous training under the guidance of highly experienced staff
- Corporate catalog of other benefits with services available to you and your family members.

**About Working at Mod Op**:
When asked what they love about working at Mod Op, we hear:
“I feel I can be myself at work and it’s fun” -MV
“The caliber of the clients/brands we work with, knowing your work is seen by
thousands of people, in many cases across the world.” -JC
“We actually create videogames” -AC
“We have an all-star team, and it’s like playing in the pro-bowl every day” -MW
“Opportunities to always learn from and work with the best and the brightest.” HW
“Mentors and opportunities for growth.” -KB

Mod Op believes in teamwork, client collaboration, powerful storytelling, stunning design, and thoughtful problem-solving. Our clients represent a breadth of industries, and every project presents new and interesting challenges. We would love for you to join us