Corporate Help Desk

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 Service Now.
- 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 Team Viewer 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 Service Now 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)