PURPOSE Provides first-level technical support to internal users for devices, applications, and hardware (e.g., desktops, laptops, mobile phones, tablets, hand scanners, printers, and other peripherals). Responds to inquiries regarding system usage, incidents, outages, and procedures. Partners with other IT teams to restore service and identify root causes. Accurately documents issues and resolutions to ensure timely and effective support. ESSENTIAL DUTIES AND RESPONSIBILITIES - Responds to phone, chat, and ticketed requests related to hardware, software, printing, mobile, and connectivity issues. - Diagnoses and resolves common technical problems using established tools, procedures, and documentation. - Accurately logs incidents, requests, troubleshooting steps, and resolutions in the ticketing system. - Handles standard, assigned service desk tickets following defined processes, scripts, and SLAs, with guidance as needed. - Gathers required information for investigations and assists with root cause analysis. - Documents new and recurring issues and shares knowledge with other support staff. - Escalates unresolved or complex issues appropriately while maintaining ownership and communication. - Assists with deployment of new or updated software, hardware, and desktop technologies. - Balances multiple requests and priorities effectively in a fast-paced environment. - Continuously develops technical, troubleshooting, and customer service skills through training and hands-on experience. - Reviews completed work with senior team members to ensure quality and accuracy. SUPERVISORY RESPONSIBILITIES This job has no supervisory responsibilities. MINIMUM REQUIREMENTS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. - High school diploma or GED required - 1–2 years of IT Service/Help Desk or technical support experience - CompTIA A+ certification or equivalent experience preferred - Strong customer service and communication skills - Stable power and broadband internet connection COMPETENCIES - Technical Skills - Working knowledge of Windows, Android and iOS operating systems, desktop/laptop hardware, printers, and peripherals - Basic understanding of LAN/WAN, internet connectivity, VPN, and remote access tools - Proficiency with Microsoft Office and common business applications - Familiarity with ticketing systems and ITIL-based processes - Problem Solving & Analysis - Identifies issues, evaluates information objectively, and applies appropriate solutions - Recognizes recurring issues and contributes ideas for prevention or improvement - Documents findings clearly and accurately - Communication - Communicates clearly and professionally with both technical and non-technical users - Explains technical concepts in an audience-appropriate manner - Demonstrates effective listening, empathy, and urgency - Customer Focus - Anticipates user needs and delivers timely, high-quality support - Maintains a positive and service-oriented attitude, even in challenging situations - Adaptability & Learning - Embraces change and new technologies with a positive mindset - Seeks feedback and applies it constructively - Demonstrates a continuous learning mindset - Accountability & Results - Manages time effectively and meets commitments - Takes initiative and follows through on assigned work - Adheres to policies, procedures, and best practices - Professionalism & Integrity - Acts with honesty, reliability, and respect - Treats all users fairly and consistently - Handles difficult conversations professionally and respectfully WORK ENVIRONMENT / PHYSICAL ACTIVITY The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable

We are Builders FirstSource, America’s largest supplier of building materials, value-added components and building services to the professional market. You’ll feel proud of the work you do here every day to transform the future of home building and help make the dream of home ownership more achievable. At BFS, we believe building a successful career is not solely defined by a degree. Your experience, skills, and passion are just as important, if not more so. As such, we are committed to creating a diverse and inclusive workplace that welcomes candidates from all backgrounds and experience levels. PURPOSE Provides first-level technical support to internal users for devices, applications, and hardware (e.g., desktops, laptops, mobile phones, tablets, hand scanners, printers, and other peripherals). Responds to inquiries regarding system usage, incidents, outages, and procedures. Partners with other IT teams to restore service and identify root causes. Accurately documents issues and resolutions to ensure timely and effective support. ESSENTIAL DUTIES AND RESPONSIBILITIES - Responds to phone, chat, and ticketed requests related to hardware, software, printing, mobile, and connectivity issues. - Diagnoses and resolves common technical problems using established tools, procedures, and documentation. - Accurately logs incidents, requests, troubleshooting steps, and resolutions in the ticketing system. - Handles standard, assigned service desk tickets following defined processes, scripts, and SLAs, with guidance as needed. - Gathers required information for investigations and assists with root cause analysis. - Documents new and recurring issues and shares knowledge with other support staff. - Escalates unresolved or complex issues appropriately while maintaining ownership and communication. - Assists with deployment of new or updated software, hardware, and desktop technologies. - Balances multiple requests and priorities effectively in a fast-paced environment. - Continuously develops technical, troubleshooting, and customer service skills through training and hands-on experience. - Reviews completed work with senior team members to ensure quality and accuracy. SUPERVISORY RESPONSIBILITIES This job has no supervisory responsibilities. MINIMUM REQUIREMENTS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. - High school diploma or GED required - 1–2 years of IT Service/Help Desk or technical support experience - CompTIA A+ certification or equivalent experience preferred - Strong customer service and communication skills - Stable power and broadband internet connection COMPETENCIES - Technical Skills - Working knowledge of Windows, Android and iOS operating systems, desktop/laptop hardware, printers, and peripherals - Basic understanding of LAN/WAN, internet connectivity, VPN, and remote access tools - Proficiency with Microsoft Office and common business applications - Familiarity with ticketing systems and ITIL-based processes - Problem Solving & Analysis - Identifies issues, evaluates information objectively, and applies appropriate solutions - Recognizes recurring issues and contributes ideas for prevention or improvement - Documents findings clearly and accurately - Communication - Communicates clearly and professionally with both technical and non-technical users - Explains technical concepts in an audience-appropriate manner - Demonstrates effective listening, empathy, and urgency - Customer Focus - Anticipates user needs and delivers timely, high-quality support - Maintains a positive and service-oriented attitude, even in challenging situations - Adaptability & Learning - Embraces change and new technologies with a positive mindset - Seeks feedback and applies it constructively - Demonstrates a continuous learning mindset - Accountability & Results - Manages time effectively and meets commitments - Takes initiative and follows through on assigned work - Adheres to policies, procedures, and best practices - Professionalism & Integrity - Acts with honesty, reliability, and respect - Treats all users fairly and consistently - Handles difficult conversations professionally and respectfully WORK ENVIRONMENT / PHYSICAL ACTIVITY The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable This position was posted on April 20, 2026 and we anticipate it will be open for a minimum of five days, though it may be open for a longer period. We encourage your prompt application. Successful, innovative, and fulfilling careers are built here, and your professional development is a high priority. We invest in your future through the latest training, tools, and technologies. Highly collaborative, we work together to solve problems and find better ways to continually grow our business and careers every day. You’ll be empowered to try new things, gain new experiences, and build a career with unlimited horizons. The scale and depth of resources that being the #1 building materials distributor in the nation provides a variety of opportunities for you to explore – all in a friendly, people-first environment. Join us to be more, do more, and build more, together at BFS. In addition to the base wage listed, this position is also eligible to earn an annual bonus subject to changes in plan design and documents and in accordance with applicable law. Eligibility and the amount of the bonus varies based on overall company success, thresholds met and other terms and conditions of the Company’s active bonus policy for the respective year. At Builders FirstSource, we offer competitive, affordable benefits designed to make life better for you and the people you love. Our goal is simple — provide great plans that help you and your family to live happier, healthier and more secure lives. This role is eligible for medical, dental, vision, and disability insurance plans, 401(k) retirement savings plan, PTO (including paid sick time), and 8 paid holidays per year (for salaried and hourly team members). Details about Builders FirstSource’s benefits offerings are available here www.bldrbenefits.com. Builders FirstSource is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status or status as an individual with a disability. In compliance with the ADA Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position with Builders FirstSource, please call (214) 765-3990 or email: ADA.Accommodation@bldr.com. Please do not send resumes to this email address - it is intended only to be used to request an accommodation in submitting an application for a job opening. If there's legally required pay transparency information missing from our job posting, it's not intentional and we'd like to know. To let us know, please email the job title and location to JobPostings@bldr.com. Please do not send resumes to this email address - it is intended only be used to provide a notice of non-compliance. Please note that due to the volume of applications received, we are unable to respond to individual inquiries about the status of your application.

Role Description A growing IT company is looking for a modern, tech-savvy Virtual Assistant to provide strong administrative and operational support to a fast-paced technical team. This role requires someone who is highly organised, proactive, and comfortable working in a digital/remote environment. Qualifications - 2–4 years experience in an administrative / virtual assistant role - Experience supporting a technical / IT environment (advantageous) - Strong proficiency in: - Microsoft Office (Excel, Word, Outlook) - Google Workspace - Experience with CRM or ticketing systems (e.g., Freshdesk, Zendesk, HubSpot) - Excellent written and verbal communication skills - Strong attention to detail and organisational ability Requirements - Manage calendars, appointments, and scheduling for technical teams - Handle emails, follow-ups, and general correspondence - Prepare documents, reports, and presentations - Log and track support tickets / service requests - Follow up with clients and internal teams on job status - Assist with project coordination and timelines - Capture and maintain accurate data (CRM / spreadsheets) - Generate basic reports on jobs, clients, and performance - Maintain organised digital filing systems - Act as first point of contact for basic client queries - Ensure professional and timely communication - Escalate technical issues to relevant IT staff Benefits - Tech-savvy and quick to learn new systems - Highly organised and able to multitask - Proactive with strong problem-solving ability - Comfortable working remotely and independently - Professional, reliable, and deadline-driven

Role Description As a Technical Support Specialist, you will be responsible for customer support activities, including customer communication, bug triage, enhancement requests, and follow up. You will identify documentation or processes needed to make Customer Support self-service to our customers. You will help own our customer relationships, solve business problems with some of the largest school districts in the US, in order to understand their existing processes, business goals and areas of opportunity. This role will be the primary touchpoint for all customers requiring support. Responsibilities - Research, resolve, and respond to end-user issues/problems received via email, ticket support, phone call, and live chat. - Validate steps to reproduce customer’s concern to confirm application behavior and conduct preliminary review of console and logs to identify potential cause. - Ask clarifying questions to determine the nature of the problem and to be able to provide a solution. - Escalate tickets to T2 tier when a resolution is not possible or an application bug is suspected. - Follow existing processes to document and report issues/feedback to the internal team. - Prioritize, answer, and implement creative solutions for customers. - Respond to email and chat messages and answer calls from customers seeking help. - Participate in testing of new and updated products and provide feedback. - Walk customers through problem-solving processes and consult on workflow best practices. - Follow up with customers to ensure the issue has been resolved. - Log call/issue information for record keeping. - Meet and maintain productivity goals and expected satisfaction rating from customers. - Identify areas to enhance existing processes and workflows. - Serve as a liaison and advocate for our customers to the rest of the CSM team and company. - Foster a collaborative environment where customers feel cared for, respected and heard. - Maximize customer satisfaction through timely and accurate resolution of customer inquiries/issues. Qualifications - 0-2 years of technical support experience - Software support/SaaS (Bonus). - 1-3 years of experience working in a remote environment is preferred. - Fluency in English for phone, chat, email support and technical writing. - Excellent written and verbal communication, as well as strong listening skills. - Ability to handle multiple priorities. - Perform in an effective and timely manner all the tasks required. - Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts and drawing valid conclusions. - Ability to multitask and manage simultaneous customer interactions across multiple support channels, specifically navigating live phone calls and web chats at the same time. - You are a true problem solver and have the ability to solve difficult issues with little supervision. - Exceptional project management abilities including time management, organization and attention to detail. - Flexibility and a willingness to operate/thrive in a sometimes ambiguous environment. - Strong interest in data and technology, especially education technology. Benefits - Private medical and life insurance. - Referral bonus program. - Remote job (within Costa Rica). - Quarterly co-working & lunch. - Winter Recess: company holiday between Xmas - New Years. - Generous time off package.