Job Description

IT Help Desk Support (Levels: Trainee / Associate / Mid)


About the Role

We are looking for IT Help Desk Support Technicians to join a growing IT Enablement team focused on delivering secure, efficient, and user-centered technology support. This role provides first-line IT assistance and is ideal for professionals at Trainee, Associate, or Mid level who want to grow within a structured and collaborative IT environment.


Responsibilities

  • Provide first-level support for IT incidents and service requests through ServiceNow .
  • Troubleshoot software, access, endpoint, and basic security issues.
  • Support hardware provisioning (laptops, mobile devices, peripherals).
  • Perform software installations and license assignments.
  • Support onboarding and offboarding processes.
  • Use remote tools such as TeamViewer and Microsoft Intune to assist users.
  • Document resolutions accurately and escalate complex issues when required.
  • Follow IT procedures, SLAs, and compliance standards.


Required Skills & Qualifications

  • Experience in IT Support or Help Desk (level-dependent).
  • Knowledge of Windows environments and Office 365 applications.
  • Familiarity with ServiceNow or similar ticketing tools.
  • Experience with remote support tools.
  • Strong customer service and communication skills.
  • Good organization and attention to detail.
  • Advanced English proficiency (C1 or equivalent ).


Nice to Have

  • Experience in regulated environments.
  • Basic knowledge of iOS device support.
  • IT certifications (CompTIA, Microsoft).


Work Environment

  • Office-based role in Tijuana (5 days on-site).
  • Monday to Friday schedule aligned with US business hours.
  • Ticket-based workload with occasional after-hours support.


Benefits at ITJ

  • 100% payroll scheme
  • 20 days Christmas bonus
  • 12 days of vacation (first year)
  • 8% savings fund | 11% food coupons
  • Medical, dental, vision, and life insurance
  • Gym bonus support
  • Education reimbursement (up to MXN 54,000/year )
  • 30% vacation bonus
  • Work at Home bonus (MXN 5,000 )

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