IT Support Representative

Description

Summary: Seeking a Desktop & Enterprise Support Associate to provide high-quality business partner and end-user support for a globally distributed workforce. Highlights: 1. Serve as a trusted IT partner for employees and business teams 2. Drive first-call resolution through effective troubleshooting 3. Collaborate with US-based IT teams on global operations **Position Overview** We are seeking a Desktop \& Enterprise Support Associate to join our IT team on a part\-time basis in Barcelona, Spain. This role supports a globally distributed workforce while partnering closely with a US\-based IT team to harmonize processes and extend existing applications and tools. The position focuses on delivering high\-quality business partner support, ensuring effective ticket creation and management, and driving first\-call resolution for desktop and end\-user support issues arising from Barcelona based teams. The ideal candidate is a self starter that thrives in a fast\-paced environment, communicates effectively with business stakeholders as well as US based IT partners, and brings strong troubleshooting skills across desktop systems, enterprise tools, and collaboration platforms. **Key Responsibilities** *Business Partner Support* * Serve as a trusted IT partner for employees and business teams in the Barcelona office and across EMEA. * Provide high\-touch, concierge\-style support for executives and key business partners when required. * Build strong relationships with internal stakeholders to understand their technology needs, extend global processes/tools and improve the support experience. *Desktop \& End\-User Support* * Partner with HR to procure and manage equipment to support break replace, hire and term activities ensuring policy adherence and cyber security risk mitigation. * Diagnose and resolve hardware, software, and operating system issues across Windows environments. * Support enterprise productivity tools including email, collaboration tools and identity systems. * Manage device lifecycle activities including provisioning, configuration, deployment, and replacement of laptops and peripherals. * Troubleshoot conference room technology and assist with meeting and collaboration tools including telephony. *Ticketing \& First Call Resolution* * Create, document, and manage support requests in the IT service management platform ensuring business partners provide effective detail to enable global support of global enterprise systems. * Drive first\-call resolution wherever possible through effective troubleshooting and knowledge utilization. * Ensure tickets are properly categorized, documented, and escalated when necessary. * Maintain high service quality through clear documentation, SLAs and follow\-through. Operational Collaboration * Work closely with the US\-based IT operations and enterprise support teams to maintain alignment on processes, tooling, and service standards. * Participate in global support handoffs and maintain continuity across time zones. * Contribute to knowledge base articles, documentation, and continuous improvement initiatives. **Required Qualifications** * 5\+ years of experience in desktop support, enterprise IT support, or end\-user computing. * Strong troubleshooting skills across Microsoft and macOS environments as well as enterprise security tools. * Experience managing vendors, procurement, provisioning of laptops and other technology equipment, peripherals to support business operations. * Experience with enterprise identity and access management (e.g., SSO, MFA, directory services). * Familiarity with IT Service Management (ITSM) tools and ticket workflows. * Excellent interpersonal and communication skills with a strong customer\-service mindset. Experience supporting executive or VIP users. * Ability to operate independently with dotted line management, while collaborating with a distributed global team. * Professional proficiency in English and Spanish. * Experience supporting SaaS\-based enterprise environments and modern collaboration tools. * Previous experience working with US\-based teams or global IT organizations. * Some schedule overlap with US\-based IT team hours may be required to support collaboration and global operations.