Junior Desktop Support (Contract)

Location: Costa Rica, Remote

SweetRush has an exciting opportunity for a talented professional to join our IT team!

Who We Are
At SweetRush, we believe that when you put people at the center of business, magic happens. As a global leader in learning and development, we blend high-end storytelling, emerging tech like AI and VR, and deep psychological insights to help organizations—from iconic global brands to essential nonprofits—flourish. We are a remote-first, tight-knit community built on a foundation of radical empathy and creative excellence. Our work isn’t just about the awards we win with incredible partners such as Hilton, Google, Bridgestone, Adidas, SHRM, and numerous others; it’s about balancing profit with a genuine desire to spread good in the world. If you are a caring innovator who believes work should be life-centered and impactful, then this is where you come in…

About the Opportunity 

Location: Costa Rica
Contract Type: Freelance
Project Duration: 6 months, possible renewal for 12 months
Project Capacity: up to 20 hours per week
Dates: ASAP

SweetRush is a remote organization, and as such, all resources must be technically savvy, have access to a strong internet signal, be comfortable with virtual/instant messaging and conferencing tools, and generally be available during established working hours.

Your Impact and Responsibilities

As a Desktop Support, you will play a crucial role in maintaining our IT systems and providing exceptional desktop support to our employees. This role is ideal for a self-starter who is eager to learn and willing to take on various responsibilities within our IT department. While your primary focus will be on desktop support, you will also have the opportunity to engage in system administration tasks and other IT-related projects.

Key Responsibilities:

• Provide front-line desktop support to employees, troubleshooting hardware and software issues.
• Install, configure, and maintain computer systems, including operating systems and applications.
• Assist with onboarding new employees, ensuring that their IT setup is functional and efficient.
• Perform routine system administration tasks, including user account management and software updates.
• Collaborate with other IT team members on special projects and initiatives.
• Create and maintain documentation for IT processes, troubleshooting guides, and user manuals.
• Monitor and resolve IT service requests in a timely manner using our ticketing system.
• Participate in system backups and data recovery efforts.
• Assist in maintaining network connectivity and security measures.
• Stay up-to-date with emerging technologies and recommend improvements to enhance IT services. 

Qualifications:

• Basic understanding of computer hardware, software, and networking concepts.
• Familiarity with operating systems, particularly Linux, Windows and macOS.
• Excellent problem-solving and communication skills.
• Strong customer service orientation and the ability to work effectively with non-technical users.
• Ability to prioritize tasks and manage time effectively in a fast-paced environment.
• Enthusiasm for learning new technologies and taking on diverse responsibilities.

What You Bring - Required Skills 

Hardware & Software Support

• Diagnosing and resolving common hardware issues (desktops, laptops, printers, peripherals)
• Installing, configuring, and maintaining operating systems and business applications
• Basic understanding of computer hardware components and how to replace/repair them
• Troubleshooting software conflicts, crashes, and performance issues

Operating Systems

• Working familiarity with Windows (primary daily-driver OS knowledge)
• Working familiarity with macOS
• Basic familiarity with Linux (navigating the command line, common commands)

Onboarding & Account Setup

• Preparing and imaging new employee workstations
• Setting up accounts, email, and application access for new hires
• Following onboarding/offboarding checklists to ensure a smooth first-day experience

Basic System Administration

• Creating, modifying, and disabling user accounts in Active Directory (or equivalent directory service)
• Applying software and OS updates using existing tools/scripts
• Resetting passwords and managing basic access/permissions requests

Networking & Security Basics

• Basic understanding of networking concepts: TCP/IP, DNS, DHCP, Wi-Fi
• Troubleshooting network connectivity issues for end users (Wi-Fi, VPN, shared drives)
• Following security best practices (endpoint protection, patching, password policies)

Backup & Data Recovery

• Participating in routine backup checks using existing backup tools
• Assisting with file/data recovery requests under guidance from senior IT staff

Ticketing & Service Delivery

• Managing and resolving tickets in a helpdesk/ticketing system (e.g., ServiceNow, Jira Service Desk, Zendesk)
• Prioritizing and tracking multiple open requests in a fast-paced environment
• Meeting response and resolution time expectations (SLAs)

Documentation

• Writing clear troubleshooting guides and user manuals
• Documenting IT processes and keeping them current

Collaboration & Projects

• Working alongside other IT team members on special projects and initiatives
• Taking initiative to identify and suggest process improvements

Soft Skills

• Strong customer service orientation with non-technical users
• Clear verbal and written communication
• Problem-solving and analytical troubleshooting
• Time management and prioritization in a fast-paced environment
• Self-starter mindset — eager to learn and take on new responsibilities
• Curiosity about emerging technologies and willingness to research solutions

 Bonus Skills [Skills that are not required but would be a nice to have]

• CompTIA A+ / Network+
• Basic scripting exposure (PowerShell or Bash)
• Experience with Mac device management (Jamf) or Windows imaging tools

SweetRush Is an Equal Opportunity Employer

We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, or belief; national, social, or ethnic origin; sex (including pregnancy); age; physical, mental, or sensory disability; HIV status; sexual orientation, gender identity, and/or expression; marital, civil union, or domestic partnership status; past or present military service; family medical history or genetic information; family or parental status; or any other status protected by the laws or regulations in the locations where we operate. SweetRush will not tolerate discrimination or harassment based on any of these characteristics. We encourage applicants of all ages.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Call to Action: Submit Your Resume!

Team chemistry is everything to us, so our ultimate goal is to find the right fit. If the above describes your interests and experience, and you believe this will be a dream job, please submit your resume. We are excited to hear from you!

Please note: We're all about remote work and have collaborators based all around the world; however, SweetRush is a US-based company, and English is our primary language. If you'd like to be considered for this opportunity, please submit your resume in English.

SweetRush believes in transparency and fairness. And for that reason, all of our active searches are available on the SweetRush “Join Us” page at https://www.sweetrush.com/join-us/.  You can also find our openings posted on our LinkedIn company page under the “Jobs” tab at https://www.linkedin.com/company/sweetrush/jobs/. 

Unfortunately, cybercriminals take advantage of good people. Please know that SweetRush would never ask for your personal information, such as SSN, banking information, credit cards, etc., during the application or interview process. Always be mindful to protect your personal and financial information, and use careful judgment when providing information to talent acquisition professionals.