IT Support Specialist

What You’ll Do

• Work within established troubleshooting guides and knowledge base to resolve tickets within time standards and provide resolutions for support tickets. 
• Provide Service Desk support for all Enterprise IT related applications. 
• Investigate root causes of tickets and proactively work to resolve root issues to reduce the issues. 
• Responsible for prioritizing the resolution of tickets in queue and project work as needed, including for other office locations.   
• Set up and maintain the office network, computer setup, distribution and employee onboarding. 
• Provide replacement equipment in accordance with department policy.
• Track, account for and maintain inventory. Collect and track equipment after terminations or after it is no longer needed by employees. Ensure that equipment inventory is secured at all times. Submit requests for equipment orders. Report any missing or stolen equipment immediately. 
• Handle complex issues and escalations independently, pulling in the other Service Desk teams as needed.
• Independently (or in collaboration with building staff), support, update, maintain IT conference room spaces and A/V equipment. 
• Attend all meetings unless you receive approval to not attend in advance. 
• Provide onboarding/offboarding support, technical consulting, system configuration, and troubleshooting for computer or technical problems. 
• Install, assemble, and configure computers, monitors, network devices and peripherals such as printers, scanners, switches, and related hardware.
• Engage various teams throughout the organization with a service mindset, focusing on ensuring the end-user satisfaction.
• Create and update SOPs for new and existing needs.
• Continuously expand on service desk knowledge and expertise. Independently research and seek information to stay current in technical expertise.
• Take full ownership on special projects and related duties as assigned by leadership. Projects may include operational improvements, technical implementations & enhancements, and other related topics that will help to improve our organization and the company at large. 
• Consistently meet and exceed goals and SLAs for customer service, technical quality and first call resolution.
• Work in an elevated capacity and provide mentorship to the Service Desk Technicians on the team by handling escalated issues, assisting where needed, and leading by example.
• Train and onboard any future Service Desk employees. 
• Independently administer, configure, and troubleshoot enterprise applications and systems. Escalate issues to SMEs as needed.
• Provide on-call support outside of normal work hours as needed to mitigate and deescalate P1 issues that may arise.  

Qualifications

• English Fluency Required (High B2-C1)
• 4+ years Customer Service experience, inclusive of 2 years min of service desk or related experience
• Experience monitoring and maintaining network and security systems or relevant knowledge
• Independent self starter with demonstrated ability to take on increasing levels of responsibility
• Great communicator with the ability to work alongside a team across multiple locations
• Experience with Active Directory, remote desktop tools, and ticketing systems
• Experience with Google Workspace Admin, Okta, hard phone/softphone applications, and other various Enterprise applications preferred
• Highly self-motivated and directed
• Communicate ideas and recommendations to improve technology and work inefficiencies
• Detail oriented, with an emphasis on accuracy & follow-up
• Ability to solve problems and multi-task independently
• Strong documentation, organizational, written and communication skills
• Strong technical, analytical, and critical thinking skills
• Strives to continuously grow knowledge and skills
• Working knowledge of computer operating systems, MDM, networking systems and applications software within an IT help desk environment
• Ability to exercise patience with end users possessing varying degrees of computer knowledge/system skills
• Ability to take a proactive approach to issue resolution
• Experience troubleshooting and supporting A/V (including conference rooms)
• Lifting and transporting moderately heavy objects, such as monitors, computers, and other equipment
• Flexible & solutions-oriented. In this environment, things change quickly and we need someone who can roll with the punches & provide creative solutions
• Experience working with IT Service Desk ticketing systems (ex: Jira, Service Now, etc)

The Perks of Working With Us

• Take advantage of our benefits including monthly grocery vouchers, vacation days, savings fund, medical insurance (including dental and vision plans) and more.
• Leave the suit and tie at home; our dress code is casual.
• Enjoy office wide engagement activities, team events, happy hours and more!
• Work in our new Guadalajara office located in Torre 1500 (Av. Americas 1254) within the plaza, you'll find cafes and a wide variety of local restaurants.
• Start your morning with free coffee!
• Maximize your wellness with free counseling sessions through our Employee Assistance Program
• Get paid to work with your friends through our Referral Program!