Associate IT Support Specialist

About the Role

We’re looking for an Associate IT Support Specialist to join our small IT team supporting a cloud-based Microsoft 365 environment with both macOS and Windows devices. You’ll handle Tier 1 and Tier 2 tickets, assist with onboarding and offboarding, manage device assignments, and help ensure all systems remain secure and compliant. This role is essential in keeping our operations running efficiently and providing employees with a smooth, reliable technology experience. This position offers clear opportunities to grow experience with more advanced systems or security responsibilities as part of a small, collaborative team.

🌎This role is open in Mexico (Contractors)

Responsibilities

• Proactively monitor systems and devices for issues before they impact employees.
• Act as the first point of contact for IT support requests via ticketing system or chat.
• Troubleshoot and resolve Tier 1 and Tier 2 issues for macOS and Windows devices.
• Perform account setup, password resets, MFA troubleshooting, and license assignment in Microsoft 365.
• Assist with onboarding and offboarding processes, including account creation, device setup, and permissions.
• Use Intune and Addigy to enroll devices, verify compliance, and initiate wipes when necessary.
• Maintain the device inventory and ensure equipment is properly labeled and tracked.
• Coordinate with employees to ensure devices meet compliance standards (encryption, OS updates, antivirus).
• Document common support issues and suggest improvements to make everyday IT processes more efficient.
• Collaborate with senior IT staff to resolve complex or escalated issues.
• Contribute to IT projects and process improvements as part of ongoing team initiatives.

Qualifications

• 1–2 years of experience in IT support, helpdesk, or a similar technical role.
• Experience supporting Microsoft 365 and standard productivity tools (Teams, OneDrive, Outlook).
• Interest in developing deeper expertise in device management or automation.
• Comfortable working with macOS and Windows 10/11 systems.
• Familiarity with or exposure to device management tools (e.g., Intune, Addigy) for basic operational tasks.
• Understanding of endpoint security basics (encryption, antivirus, updates).
• Strong troubleshooting and communication skills, with a customer-service mindset.
• Ability to work independently and manage priorities in a remote, distributed team.
• Fluency in English and Spanish to support our global employee base.

Preferred (Nice-to-Have)

• Experience with ticketing systems.
• Interest in learning scripting or automation (e.g., PowerShell, Python)
• Familiarity with SaaS administration basics (assigning access, managing groups, resetting permissions).