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. Descripción y detalle de las actividades **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. Experiencia y requisitos **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 Beneficios * Beneficios de acuerdo a la LFT **Número de vacantes** 1 **Área** Informática/Sistemas/TI/Programación/Software **Contrato** Permanente **Modalidad** Presencial **Turno** Diurno **Jornada** Tiempo Completo **Horario*** Tiempo completo **Estudios** Carrera técnica **Inglés** Hablado: Intermedio, Escrito: Intermedio **Disponibilidad p. viajar** No