IT Service Desk Technician

Description

Summary: Seeking a motivated Tier 1 IT Service Desk Technician who thrives in a collaborative environment, with a passion for troubleshooting and customer service. Highlights: 1. First point of contact for technical support, resolving common issues. 2. Opportunity to gain hands-on experience and work with a knowledgeable IT team. 3. Contribute to a positive user experience in a fast-paced office environment. We are seeking a motivated and proactive Tier 1 IT Service Desk Technician to be the first point of contact for technical support within our organization. This in\-office role is ideal for candidates who thrive in a collaborative environment and have a passion for troubleshooting and customer service. The Technician will be responsible for handling initial support requests (tickets), resolving common technical issues, and escalating more complex problems to the appropriate Tier 2 or Tier 3 teams. **This role needs to be located in Tijuana.** **Key Responsibilities** ------------------------ * Serve as the first touch for all incoming IT service tickets via phone, Microsoft Teams, or email. * Diagnose and troubleshoot hardware and software issues, primarily on Windows 10/11 systems. * Perform routine tasks such as password resets, break/fix of computers, PC refreshes, and other Tier 1 support functions. * Escalate unresolved or complex issues to higher\-tier support teams, ensuring timely and accurate handoffs. * Document all support interactions and resolutions clearly and professionally. * Work closely with the entire IT team to collaborate on solutions and improve support processes. * Maintain a proactive mindset, seeking opportunities to prevent issues and improve user experience. **Required Skills \& Qualifications** ------------------------------------- * Strong troubleshooting and diagnostic skills for PC hardware and software. * Hands\-on experience with Windows 10/11 operating systems. * Excellent communication skills, both verbal (phone/Teams) and written (technical documentation). * Comfortable providing support over the phone and through digital collaboration platforms like Microsoft Teams. * Ability to work effectively within a team and interact professionally with end users and IT colleagues. * Proactive approach to customer service and technical support. * A\+ Certification or equivalent technical credentials preferred. * Must be able to work onsite; remote work is not available for this position. **Daily Routine** ----------------- * Monitoring and responding to new support tickets. * Working through pending backlogged tickets. * Reviewing reports for trends. * Resetting user passwords and resolving access issues. * Troubleshooting and repairing desktop and laptop computers. * Supporting PC refresh initiatives and hardware replacements. * Escalating unresolved issues to next\-tier IT staff. * Communicating status updates to users and IT team members. * Maintaining accurate records of support activities. **Why Join Us?** ---------------- As a Tier 1 IT Service Desk Technician, you will play a vital role in our technology operations. You’ll gain hands\-on experience, work with a knowledgeable IT team, and contribute to a positive user experience. If you are technically skilled, customer\-oriented, and thrive in a fast\-paced office environment, we encourage you to apply!