Associate, IT Help Desk

Brief Description

Global Rescue is the world’s leading membership organization providing integrated medical, security, intelligence and crisis response services to consumers, enterprises and governments. Founded in 2004, Global Rescue’s unique operational model provides best‑class services that identify, monitor, and respond to threats and emergencies.

Global Rescue is seeking an Associate IT Helpdesk professional to join our dynamic team onsite. This position is best suited for an individual with demonstrated expertise in IT support, network administration, and troubleshooting. The ideal candidate will possess strong technical skills, meticulous attention to detail, and a dedication to providing outstanding service to internal clients. In collaboration with the remote IT Infrastructure Team across various geographical locations, as well as end users, you will play a critical role in ensuring smooth IT operations, maintaining security protocols, and advancing Global Rescue’s mission to deliver world‑class crisis response services internationally.

• Demonstrated proficiency in configuring and maintaining Fortinet Firewall (Forti Gate), Fortinet Switches, and Fortinet Wireless Access Points (FortiAP).
• Extensive experience managing multiple Internet connections to ensure uninterrupted connectivity and compliance with 100 % uptime SLA requirements.

• Expert in providing comprehensive support to Windows 11 users, resolving day‑to‑day technical issues related to laptops, Windows operating system, and Internet performance.
• Strong communication and interpersonal skills; able to effectively interact with both end users and management, and attentive in understanding user concerns.
• Skilled in installing, configuring, troubleshooting, and securing Windows 11 systems, including implementing security hardening measures.
• Capable of delivering remote technical assistance to users across the United States and internationally.

• Effective in managing and communicating with external vendors to maintain productive business relationships.
• Skilled at identifying and selecting reputable vendors and solutions in Puerto Rico and the United States.

• Familiarity with Microsoft 365 administration, including management of Email, Teams, SharePoint, and One Drive services.
• Experience in user management using Entra .
• Knowledge of basic Active Directory administration.
• Awareness and understanding of AWS, Azure cloud platforms and Asterisk VoIP is considered a valuable asset.

• Preferred to have a Degree or Diploma in Information Technology or Computer Science or other computer studies.
• Working experience as an IT help desk (support) technician for providing Level 1 support.
• Working experience handling different operating systems Windows (10/11) and Mac.
• Working experience in handling desktop, laptop, and printer hardware troubleshooting and repair.
• Troubleshooting skills for connectivity internet, intranet, wireless, and LAN issues.
• Telecoms or call center experience is highly desired.
• Smart hands experience for network and server devices is highly desired.
• Excellent bilingual communication skills (English and Spanish).
• Customer‑oriented.
• Willing to learn different technologies like cloud, Microsoft 365, Azure, AWS, PBX.
• Other duties may be added and/or assigned as needed.

Manchester, NH

Based on experience + bonus + benefits.