Core Functional Responsibilities

• Coordinate IT onboarding for new employees, ensuring laptops, peripherals, and other required equipment are prepared and delivered on time.
• Configure, prepare, and test employee devices according to internal IT standards and established procedures.
• Coordinate IT offboarding activities, including systems shut down, device recovery, shipping labels, equipment collection, and return tracking.
• Maintain accurate inventories of laptops, monitors, keyboards, mouse, adapters, and other IT equipment and peripherals.
• Track equipment assignments, serial numbers, delivery status, employee ownership, location, and lifecycle status.
• Coordinate shipments, deliveries, collections, and returns with local and international shipping providers, as applicable.
• Communicate with vendors and logistics companies to resolve delivery issues, arrange collections, and follow up on pending shipments.
• Provide first-line technical support for common Windows and macOS issues, applications, peripherals, and employee IT requests.
• Troubleshoot basic hardware, software, connectivity, and account-access issues, escalating complex incidents when necessary.
• Keep employees informed about the status of support requests, equipment deliveries, and outstanding issues.
• Maintain clear documentation of IT asset movements, shipment records, onboarding/offboarding checklists, and support procedures.
• Ensure equipment is handled, stored, shipped, and returned according to company policies.
• Identify opportunities to improve inventory accuracy, equipment lifecycle management, and operational efficiency.
• Collaborate with People Operations to align equipment preparation and recovery with employee start dates and departure dates.
• Support the IT team with administrative and operational tasks related to device management, software deployment, and IT service delivery.
• When not working on logistics-related tasks, actively assist in resolving IT support tickets, ensuring timely responses, effective solutions, and appropriate escalation when needed.

IT Operations and Process Improvement

• Follow established IT processes and service standards, ensuring requests are tracked and completed within agreed timelines.
• Use available IT management tools, asset inventories, ticketing systems, and device management platforms to maintain accurate records.
• Identify recurring operational issues and recommend practical improvements.
• Create and maintain documentation, checklists, and standard operating procedures for equipment logistics and IT support.
• Proactively flag missing equipment, delayed shipments, inventory discrepancies, and potential onboarding or offboarding risks.
• Support the implementation of improvements and automations to IT asset tracking and employee support workflows.

Performance and Metrics Tracking

• Employees have the equipment and IT support they need to work effectively from day one.
• Maintain accurate and up-to-date IT asset inventory records.
• Track the timely preparation and delivery of equipment for new joiners.
• Monitor equipment recovery and return completion rates during offboarding.
• Track shipment status, delivery delays, and unresolved logistics issues.
• Identify recurring problems and recommend improvements to onboarding, offboarding, and logistics processes.
• IT support-tickets response times, resolution times, and escalation rates where applicable.

Hard Skills

• IT support fundamentals — at least 1 year of experience in IT support, IT operations, help desk, or a similar role. Comfortable troubleshooting common hardware, software, operating system, and employee IT issues.
• IT asset and inventory management — experience tracking company devices, peripherals, assignments, serial numbers, equipment status, and returns.
• IT onboarding and offboarding — experience preparing equipment for new employees and coordinating the recovery of company assets from departing employees.
• Logistics and vendor coordination — ability to coordinate shipments, collections, deliveries, and returns with shipping providers and external vendors.
• Operating system and device support — familiarity with Windows and basic macOS troubleshooting, Google Workspace, identity management, and employee account provisioning, device setup, peripherals, and standard business applications.
• Organization and documentation — ability to maintain accurate records, follow checklists, track outstanding requests, and document processes consistently.
• Communication skills — professional proficiency in Spanish and at least B1-level English, with the ability to communicate verbally and in writing with international colleagues and external providers.
• IT tools and platforms — familiarity with ticketing systems, SaaS applications, remote support tools, and asset management or device management platforms.

Soft Skills

• Strong ownership and follow-through. Takes responsibility for equipment, shipments, and support requests from initiation through completion.
• Highly organized and detail-oriented. Keeps inventories accurate, tracks multiple shipments, and ensures that no onboarding or offboarding steps are missed.
• Service-oriented. Understands that IT support directly affects employee productivity and provides timely, patient, and helpful assistance.
• Proactive communicator. Flags potential delays, missing information, and roadblocks early rather than waiting for others to follow up.
• Practical problem-solver. Can resolve routine operational issues independently and knows when to escalate more complex technical problems.
• Adaptable and resourceful. Comfortable working in a growing organization where processes may evolve and operational priorities can change.
• Collaborative and dependable. Works effectively with distributed teams, People Operations, IT colleagues, vendors, and logistics providers.

• 1+ years of professional experience in IT support, help desk, IT operations, or a related position.
• Previous responsibility for equipment inventories, device provisioning, onboarding/offboarding, or logistics coordination is highly desirable.
• Demonstrated experience handling day-to-day IT requests and coordinating operational tasks independently.

A degree or technical qualification in Information Technology, Computer Systems, Computer Science, or a related field is preferred but not mandatory. Equivalent practical experience in IT support and IT operations is also valuable.