Summary: The Helpdesk Analyst provides first-level technical support, ensuring smooth IT operations and delivering excellent customer service for hardware, software, and network issues. Highlights: 1. First point of contact for all IT support requests 2. Troubleshoot and resolve hardware, software, and network issues 3. Provides professional communication and exceptional customer support Description and details of responsibilities The Helpdesk Analyst provides first\-level technical support to employees across the organization, ensuring timely resolution of hardware, software, network, and account\-access issues. This role is critical in maintaining smooth IT operations, delivering excellent customer service, and escalating more complex issues to senior IT staff when necessary. **Technical Support** * Serve as the first point of contact for all IT support requests via ticketing system, email, phone, or in\-person. * Troubleshoot and resolve issues related to hardware, software, printers, mobile devices, and network connectivity. * Create, modify, and disable user accounts in accordance with IT security procedures. * Install, configure, and maintain laptops, desktops, peripherals, and approved software. * Monitor and respond to incoming support tickets, ensuring timely resolution and appropriate escalation. **System \& Equipment Maintenance** * Perform routine system checks, updates, and preventative maintenance on equipment. * Assist with onboarding and offboarding processes including device setup and retrieval. * Support inventory management of IT equipment, licenses, and accessories. **Customer Service** * Provide clear, professional communication and exceptional customer support to employees at all levels. * Document troubleshooting steps and resolutions within the ticketing system. * Educate users on IT policies, best practices, and system functionality. **Collaboration \& Continuous Improvement** * Escalate complex issues to senior IT staff or external vendors as required. * Participate in IT projects including upgrades, rollouts, and process improvements. * Assist with cybersecurity initiatives, including monitoring potential risks and promoting good security hygiene. Experience and requirements **Qualifications** **Education \& Experience** * Associate degree in IT, Computer Science, or related field preferred; equivalent experience considered. * 1–3 years of helpdesk or technical support experience required. * Experience in a manufacturing or multi\-site environment a plus. **Knowledge \& Skills** * Strong understanding of Windows OS, Office 365, Active Directory, and common enterprise applications. * Ability to diagnose and resolve basic technical issues. * Solid understanding of networking fundamentals (DNS, DHCP, VPN preferred). * Excellent customer service, communication, and problem\-solving skills. * Strong organizational skills with ability to prioritize multiple tasks. **Preferred Certifications (Not Required)** * CompTIA A\+, Network\+, or Security\+ * Microsoft 365 Fundamentals * ITIL Foundation **Working Conditions** * On\-site support required; occasional after\-hours or weekend support for maintenance or urgent issues. * Ability to lift 25–40 lbs. for equipment setup or relocation. send resume to elizabeth.mendoza@ivemsa.com Benefits * Benefits in accordance with the Federal Labor Law (LFT) * Savings fund * Uniform * Medical expense insurance **Number of vacancies** 1 **Department** Information Technology / Systems / IT / Programming / Software **Employment type** Permanent **Work modality** On-site **Shift** Day shift **Work schedule** Full-time **Working hours*** Full-time **Education** Bachelor’s degree **English** Spoken: Advanced, Written: Advanced **Willingness to travel** Yes