Position Overview
We are seeking a Desktop & Enterprise Support Associate to join our IT team on a part-time basis in Barcelona, Spain. This role supports a globally distributed workforce while partnering closely with a US-based IT team to harmonize processes and extend existing applications and tools. The position focuses on delivering high-quality business partner support, ensuring effective ticket creation and management, and driving first-call resolution for desktop and end-user support issues arising from Barcelona based teams.
The ideal candidate is a self starter that thrives in a fast-paced environment, communicates effectively with business stakeholders as well as US based IT partners, and brings strong troubleshooting skills across desktop systems, enterprise tools, and collaboration platforms.
Key Responsibilities
Business Partner Support
- Serve as a trusted IT partner for employees and business teams in the Barcelona office and across EMEA.
- Provide high-touch, concierge-style support for executives and key business partners when required.
- Build strong relationships with internal stakeholders to understand their technology needs, extend global processes/tools and improve the support experience.
Desktop & End-User Support
- Partner with HR to procure and manage equipment to support break replace, hire and term activities ensuring policy adherence and cyber security risk mitigation.
- Diagnose and resolve hardware, software, and operating system issues across Windows environments.
- Support enterprise productivity tools including email, collaboration tools and identity systems.
- Manage device lifecycle activities including provisioning, configuration, deployment, and replacement of laptops and peripherals.
- Troubleshoot conference room technology and assist with meeting and collaboration tools including telephony.
Ticketing & First Call Resolution
- Create, document, and manage support requests in the IT service management platform ensuring business partners provide effective detail to enable global support of global enterprise systems.
- Drive first-call resolution wherever possible through effective troubleshooting and knowledge utilization.
- Ensure tickets are properly categorized, documented, and escalated when necessary.
- Maintain high service quality through clear documentation, SLAs and follow-through.
Operational Collaboration
- Work closely with the US-based IT operations and enterprise support teams to maintain alignment on processes, tooling, and service standards.
- Participate in global support handoffs and maintain continuity across time zones.
- Contribute to knowledge base articles, documentation, and continuous improvement initiatives.
Required Qualifications
- 5+ years of experience in desktop support, enterprise IT support, or end-user computing.
- Strong troubleshooting skills across Microsoft and macOS environments as well as enterprise security tools.
- Experience managing vendors, procurement, provisioning of laptops and other technology equipment, peripherals to support business operations.
- Experience with enterprise identity and access management (e.g., SSO, MFA, directory services).
- Familiarity with IT Service Management (ITSM) tools and ticket workflows.
- Excellent interpersonal and communication skills with a strong customer-service mindset. Experience supporting executive or VIP users.
- Ability to operate independently with dotted line management, while collaborating with a distributed global team.
- Professional proficiency in English and Spanish.
- Experience supporting SaaS-based enterprise environments and modern collaboration tools.
- Previous experience working with US-based teams or global IT organizations.
- Some schedule overlap with US-based IT team hours may be required to support collaboration and global operations.
