Help Desk, IT support (L2) – Part-Time
About Near
Near is a talent solutions company that helps US-based startups and growing companies hire top talent across Latin America. We partner closely with our clients to understand not only the technical requirements of each role, but also the culture, team dynamics, and long-term goals, ensuring strong and lasting matches.
About the Client
Our client is a US-based company operating at the intersection of real estate, construction, and technology. They specialize in delivering end-to-end solutions that simplify and modernize the homebuilding experience, combining digital tools with hands-on expertise. The company works with distributed teams across the United States and is focused on building scalable internal processes to support its continued growth.
About the Role
We are looking for a proactive and highly organized Help Desk Technician (L2) to support the company’s internal IT operations. This is a hands-on role for someone who can independently troubleshoot most day-to-day employee issues, manage competing priorities, and take ownership of operational tasks without requiring constant follow-up.
This role goes beyond monitoring a ticket queue. You will provide direct employee support while also managing IT operations such as onboarding and offboarding, hardware inventory, access management, documentation, security-related tasks, and ad hoc projects. The ideal candidate thrives in a fast-paced startup environment, can quickly switch gears when urgent issues arise, and knows how to prioritize employee-impacting requests over project work when needed.
The role will start on a part-time basis, with the potential to increase in hours and transition to full-time as the company grows.
Responsibilities
Provide responsive, hands-on IT support to employees via Slack, email, calls, and the ticketing system.
Independently troubleshoot and resolve the majority of day-to-day Mac, Windows, SaaS, account access, and device-related issues; escalate more complex cases when appropriate.
Prioritize urgent employee-impacting issues, including account lockouts, device problems, and leadership requests, while managing ongoing IT projects and operational tasks.
Own onboarding and offboarding workflows, including laptop setup, software installation, user provisioning, access management, device recovery, and access revocation.
Maintain accurate hardware inventory and coordinate with laptop vendors to ensure devices are configured and ready for employees.
Use Google Admin Console to manage users, permissions, security settings, and access; support investigations related to phishing emails or suspicious activity when needed.
Use Jamf and Microsoft Intune to support mobile device management, troubleshoot device issues, review device health, and collect relevant logs.
Coordinate with external managed service providers when endpoint support or escalation is required.
Support basic office and conference-room technology, including monitors, cameras, peripherals, and meeting tools.
Independently track assigned work, provide proactive progress updates, and continuously reprioritize tasks as new needs arise.
Follow, improve, and maintain IT documentation, procedures, and operational workflows.
Support additional IT and operational initiatives as the company continues to scale.
Requirements
Must-have
3+ years of hands-on experience in IT Support, Help Desk, Desktop Support, or IT Operations roles.
Strong experience supporting both Mac and Windows environments, ideally in a Mac-heavy organization.
Hands-on experience with Google Workspace and Google Admin Console, including user administration, access management, security settings, and troubleshooting.
Experience with Jamf and/or Microsoft Intune for device management and troubleshooting.
Strong troubleshooting skills across hardware, software, SaaS applications, account access, and end-user devices.
Experience with IT ticketing or project-management tools such as…