The posting
Company Overview:
One Park Financial (OPF) is a leading Financial Technology company dedicated to empowering small businesses by connecting them with flexible financing and funding options. Our mission is to provide entrepreneurs with the working capital they need to elevate their businesses. At OPF, we believe in working with high-performing individuals who are ready to play an integral part in our company's expansion — because our success hinges on our people.
Why Join Us?
At OPF, we foster a dynamic and inclusive company culture that emphasizes collaboration, innovation, and personal growth. Our team is composed of passionate, driven individuals who are committed to making a difference. Here’s what you can expect when you join our team:
- Innovative Environment: Work with cutting-edge technology and be part of a team that is constantly pushing the boundaries of fintech.
- Professional Growth: We invest in our employees’ growth with continuous learning opportunities, training programs, and career advancement paths.
- Supportive Culture: Enjoy a supportive and inclusive work environment where your ideas are valued, and your contributions make a real impact.
- Community Focus: Be part of a company that understands the importance of small and mid-sized businesses to their communities and the nation’s financial health.
- High-Performing Team: Join a team of badasses who are committed to excellence and are integral to our company's expansion and success.
About the Role
We are seeking an experienced and service-oriented Senior IT Support Specialist to join our on-site team in Santiago.
This position will serve as a key local IT resource, providing hands-on Level 1 support to employees in a fast-paced operational environment. The role requires strong troubleshooting skills, excellent customer service, and the ability to manage day-to-day technology needs across desktops, laptops, peripherals, user accounts, connectivity, and workplace technology.
In addition to end-user support, this role will be responsible for executing and documenting a variety of scheduled IT, operational, and security-related checklists, validations, and audits. These activities may be performed on a daily, weekly, monthly, or quarterly basis and require a high level of consistency, attention to detail, and adherence to established procedures.
The ideal candidate is a proactive and dependable IT professional who is comfortable working directly with users, handling physical equipment, following structured processes, and ensuring that operational tasks are completed accurately and on time.
Responsibilities
End-User Support & Troubleshooting
- Provide Level 1 technical support for Windows desktops and laptops, including hardware, software, application, and peripheral issues.
- Serve as a primary on-site IT support resource for employees in the Santiago office.
- Troubleshoot and resolve issues involving PCs, laptops, monitors, printers, TVs, headsets, keyboards, mice, Wi-Fi connectivity, network connections, and VoIP phones.
- Support Microsoft 365 applications, Outlook, Teams, Exchange Online, and other corporate applications.
- Perform basic troubleshooting for network connectivity and escalate infrastructure-related issues when necessary.
- Simulate and recreate user issues when needed to identify root causes and resolve recurring problems.
- Provide timely and professional face-to-face support to employees throughout the office and production areas.
User Access & Account Support
- Perform user account administration activities, including new-hire setup, terminations, password resets, account unlocks, and access validation.
- Support Active Directory, Okta, and other identity and access management platforms.
- Assist with employee onboarding and offboarding activities, ensuring systems, accounts, and equipment are prepared or removed according to established procedures.
- Validate that assigned access and equipment meet documented company standards.
Ticket & Incident Management
- Receive, document, troubleshoot, update, and resolve IT support tickets according to established service-level expectations.
- Ensure tickets include accurate troubleshooting steps, resolution information, and appropriate documentation.
- Escalate unresolved incidents to Network, Systems, Security, Applications, or other technology teams as required.
- Monitor open tickets and follow up with users and technical teams to ensure timely resolution.
- Identify recurring incidents and communicate trends or potential problems to IT leadership.
- Maintain and contribute to the Help Desk knowledge base.
Hardware, Equipment & Local IT Support
- Install, configure, relocate, replace, and troubleshoot computers, monitors, peripherals, and other IT equipment.
- Perform Installs, Moves, Adds, and Changes (IMAC) according to established processes.
- Support office moves, workstation changes, equipment replacements, and other local technology activities.
- Assist with inventory management and asset tracking for computers, monitors, peripherals, and other IT equipment.
- Maintain organized IT storage areas and ensure equipment is properly labeled and tracked.
- Support the removal, replacement, and processing of damaged, retired, or obsolete equipment.
Scheduled Checklists, Validations & Audits
- Execute assigned daily, weekly, monthly, and quarterly IT operational checklists according to established procedures.
- Perform scheduled validations and audits related to workstation configurations, equipment, systems, technology controls, and security requirements.
- Complete security-related operational checklists as assigned by the IT or Cybersecurity teams.
- Follow documented Standard Operating Procedures (SOPs), checklists, and technical instructions accurately and consistently.
- Maintain appropriate documentation and evidence confirming that required checks and validations were completed.
- Identify and document exceptions, failures, or discrepancies discovered during scheduled reviews.
- Escalate issues or failed validations to the appropriate technical team or manager in a timely manner.
- Track assigned checklist activities to ensure required tasks are completed within established deadlines.
- Participate in periodic audits and provide supporting documentation or evidence when requested.
- Assist with improving checklists and procedures by identifying unclear, outdated, or inefficient steps.
Infrastructure & Systems Coordination
- Collaborate with Network Services, Systems Administration, Security, Applications, and other IT teams to resolve incidents and operational issues.
- Provide basic support for VoIP and contact-center platforms, including Five9 or similar systems.
- Assist remote technical teams by performing approved on-site activities such as equipment checks, cable validation, device reboots, hardware replacements, and physical inspections.
- Monitor and report local technology outages or service interruptions.
- Support scheduled maintenance, technology deployments, and infrastructure changes within the Santiago office.
Documentation & Continuous Improvement
- Maintain accurate IT procedures, troubleshooting documentation, inventory records, and operational documentation.
- Update Help Desk knowledge-base articles when new solutions or procedures are identified.
- Document recurring incidents and provide information that may help identify long-term solutions.
- Ensure support activities are performed according to established IT standards and procedures.
- Recommend improvements to processes, documentation, and support practices when opportunities are identified.
Requirements
- 3+ years of experience in Help Desk, Desktop Support, IT Support, or a similar technical support role.
- Previous experience serving as a senior or highly experienced member of an IT support team is strongly preferred.
- Associate's or Bachelor's Degree in Information Technology, Computer Science, or a related field, or equivalent technical certifications and professional experience.
- Strong hands-on experience supporting Windows desktops and laptops.
- Strong troubleshooting skills across hardware, software, applications, peripherals, and basic network connectivity.
- Experience with Active Directory and user account administration.
- Experience supporting Microsoft 365, Outlook, Teams, Exchange Online, or similar productivity platforms.
- Experience with identity and access management solutions such as Okta is preferred.
- Basic understanding of networking concepts such as TCP/IP, DNS, DHCP, Wi-Fi, and VPN connectivity.
- Experience working with ticketing systems and following incident-management processes.
- Ability to install, move, connect, configure, and troubleshoot computers, monitors, peripherals, and other workplace technology.
- Strong ability to follow documented procedures, structured checklists, and established operational standards.
- Strong attention to detail and ability to accurately document completed work.
- Ability to manage recurring daily, weekly, monthly, and quarterly operational responsibilities while also responding to user support needs.
- Strong interpersonal, written, and verbal communication skills in Spanish and English.
- Ability to work independently while collaborating effectively with local and remote IT teams.
Preferred Qualifications
- CompTIA A+
- CompTIA Network+
- Microsoft technical certifications
- Cisco CCNA or similar networking certifications
- Experience supporting contact-center environments
- Experience with Five9 or similar VoIP/contact-center platforms
- Experience with Okta
- Experience performing IT operational audits, recurring validations, or structured technical checklists
Desired Attributes
- Experienced and dependable: Capable of independently handling day-to-day IT support responsibilities and serving as a reliable local technology resource.
- Process disciplined: Consistently follows established procedures, checklists, and escalation protocols.
- Detail oriented: Pays close attention to documentation, equipment, configurations, and operational requirements.
- Customer focused: Provides professional, patient, and effective support to employees.
- Hands-on: Comfortable moving equipment, troubleshooting workstations, and working throughout the office and production floor.
- Organized: Able to balance user support, ticket management, equipment responsibilities, and recurring operational tasks.
- Proactive: Identifies potential problems, recurring issues, and opportunities for improvement.
- Accountable: Completes assigned activities accurately and within established timelines.
- Strong communicator: Clearly documents issues and communicates effectively with users, management, and technical teams.
- Escalation aware: Understands when an issue can be resolved locally and when additional technical expertise is required.
Success in This Role
Success in this position will be measured by the individual's ability to provide reliable and timely on-site IT support, maintain strong ticket and documentation practices, manage local equipment and technology needs, and consistently complete assigned operational, audit, and security-related checklists according to established schedules and procedures.
Benefits
- Competitive salary
- Health insurance
- Growth and development opportunities
- Dynamic and collaborative work environment
- Company events and team-building activities
