IT End User Support Analyst

Our world is transforming, and PTC is leading the way. Our software brings the physical and digital worlds together, enabling companies to improve operations, create better products, and empower people in all aspects of their business.

Our people make all the difference in our success. Today, we are a global team of nearly 7,000 and our main objective is to create opportunities for our team members to explore, learn, and grow – all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible.

Company:
Parametric Technology España, S.A.

As an IT End User Support Analyst at Parametric Technology España, S.A., you will be the first point of contact for our employees experiencing technical issues. You will provide essential technical assistance and support to ensure our IT systems and applications run smoothly, enabling our teams to maintain high productivity.

• Provide first and second-level technical support for hardware, software, network, and system-related issues via phone, email, and in-person.
• Diagnose and resolve technical problems, including operating system issues (Windows, macOS), productivity suite applications (e.g., Microsoft 365), and specialized engineering software.
• Install, configure, and troubleshoot desktop computers, laptops, printers, mobile devices, and other peripheral equipment.
• Manage user accounts and permissions, including creation, modification, and deletion in Active Directory and other relevant systems.
• Document all support interactions, resolutions, and technical procedures accurately in the IT service management system.
• Escalate complex or unresolved issues to appropriate IT teams (e.g., network administration, system administration) and follow up to ensure timely resolution.
• Assist with onboarding and offboarding processes, including setting up new user accounts, configuring workstations, and ensuring data security for departing employees.
• Participate in IT asset management, including tracking inventory, deployment, and decommissioning of hardware.
• Contribute to the creation and maintenance of IT knowledge base articles and user guides.
• Proactively identify recurring technical issues and suggest solutions to improve overall IT service delivery.

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Proven experience (2+ years) in an IT help desk or end-user support role, preferably in a corporate environment.
• Strong knowledge of Windows operating systems (Windows 10/11) and Microsoft Office 365 suite.
• Familiarity with macOS is a plus.
• Experience with Active Directory user and group management.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP) and troubleshooting network connectivity issues.
• Experience with IT service management (ITSM) tools (e.g., Service Now, Jira Service Desk).
• Excellent problem-solving skills and the ability to diagnose and resolve technical issues efficiently.
• Strong communication and interpersonal skills, with a customer-focused approach.
• Ability to work independently and as part of a team in a fast-paced environment.
• Proficiency in Spanish and English is required, both written and verbal.

Life at PTC is about more than working with today’s most cutting-edge technologies to transform the physical world. It’s about showing up as you are and working alongside some of today’s most talented industry leaders to transform the world around you.

If you share our passion for problem-solving through innovation, you’ll likely become just as passionate about the PTC experience as we are. Are you ready to explore your next career move with us?

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Required skills:

Active Directory, MacOS, Networking, TCP/IP, ITSM, Service Now, DNS, DHCP Required languages:
English, Spanish