Summary: The Help Desk Coordinator provides first-level technical support, troubleshoots software/hardware, manages user accounts, and escalates unresolved issues to ensure excellent customer service. Highlights: 1. Provide first-level technical support and excellent customer service. 2. Troubleshoot computer software and hardware issues. 3. Manage user accounts across various systems, including Active Directory and ERP. Description and details of activities **POSITION RESPONSIBILITIES:** The Help Desk coordinator is responsible for providing first level support to the user community. Answers calls, emails, and process self\-serve requests. In addition, solves technical issues and administers system security. Manage and escalate tickets that cannot be resolved at this level. Provides technical support to a wide range of user groups with an emphasis on excellent customer service. Below are the position’s main responsibilities: * Provide technical support either by phone or in person to the user community. * Computer software and hardware troubleshooting. * Create and manage Active Directory accounts. * Create and manage ERP (PeopleSoft) accounts. * Create e\-mail accounts. * Monitor tape backup jobs. * Manage user requests by entering tickets on a help desk database, ensure we meet help desk SLAs, and provide level 1 support and escalate incidents when needed. * Coordinate requests with third party support providers. * Maintain and create Help Desk documentation. * Participate in the after\-hours on\-call schedule. Experience and requirements **MINIMUM QUALIFICATIONS:** * Technical degree or equivalent experience in Information Systems or related field. * Two or more years experience in hardware/software technical support in a networked Windows based environment with more than 100 users. * Excellent customer service skills. * Ability to work under pressure. * Fluent in English. 80% Written and Spoken. **DESIRED QUALIFICATIONS:** * Bachelor’s Degree in a related area. * Experience with Microsoft Exchange online/ M365\. * Experience with Windows Servers and/or Hyper V * Microsoft Certifications. * Experience working in a large\-scale manufacturing environment Benefits * Benefits according to Mexican Federal Labor Law (LFT) **Number of vacancies** 1 **Department** Information Technology / Systems / IT / Programming / Software **Contract type** Permanent **Work modality** On-site **Shift** Day shift **Working hours** Full-time **Schedule*** Full-time **Education** Technical degree **English** Spoken: Intermediate, Written: Intermediate **Willingness to travel** No