IT Help Desk Specialist

IT HELP DESK SPECIALIST – BILINGUAL TECHNICAL SUPPORT

An international company is looking for an IT Help Desk Specialist to provide timely and effective technical assistance to employees in Mexico and the United States.

This position will serve as the main point of contact for IT support at the Querétaro facility and will collaborate with a broader international IT team.

Main Responsibilities

• Serve as the first point of contact for employees requiring technical assistance.
• Receive support requests by phone, email, and the IT ticketing system.
• Diagnose and resolve hardware, software, Microsoft 365, and connectivity issues.
• Provide onsite and remote technical support.
• Guide users through the troubleshooting and problem-solving process.
• Install and configure computers, laptops, software, and peripheral devices.
• Document incidents, actions, and solutions in the ticketing system.
• Follow up with users until their issues are resolved.
• Escalate unresolved incidents to the appropriate support level.
• Identify and suggest improvements to IT support procedures.
• Collaborate with IT teams in Mexico and the United States.
• Advanced conversational English to support employees in the United States.

Required Qualifications

• Technical degree or equivalent experience in IT, Computer Science, Systems, or a related field.
• Minimum of 2 years of experience in Help Desk, Service Desk, or technical support.
• Experience providing onsite and remote support.
• Knowledge of hardware, software, Windows, Microsoft 365, and internet technologies.
• Experience troubleshooting technical issues and managing support tickets.
• Strong conversational English to support US employees.
• Excellent customer service, communication, organization, and problem-solving skills.
• Ability to work independently and manage multiple requests.

Preferred Qualifications

• Bachelor's degree in Information Technology, Computer Science, Systems, or a related field.
• Experience supporting Microsoft Office 365, including Outlook, Teams, and OneDrive.
• Experience with remote access and troubleshooting tools.
• Desktop, laptop, mobile device, and peripheral support experience.
• Basic knowledge of networks, Wi-Fi, and connectivity troubleshooting.

Key Skills

Help Desk | Technical Support | Microsoft Office 365 | Hardware and Software | Windows | Remote Troubleshooting | Ticketing Systems | Advanced English

Location

• Querétaro, Qro.