Information Technology Desktop Support

Location: Santiago de Querétaro

Key Responsibilities    Provide onsite and remote technical support for desktops, laptops, printers, mobile devices, and peripherals.
Troubleshoot hardware, software, operating system, and network-related issues.
Perform IMAC (Install, Move, Add, Change) activities for end-user devices.
Configure, deploy, image, and maintain Windows-based systems.
Install, upgrade, and support business applications and productivity tools.
Manage user accounts, passwords, and access permissions.
Support Microsoft 365, Outlook, Teams, and related collaboration tools.
Diagnose and resolve connectivity issues involving LAN, Wi-Fi, VPN, and printers.
Coordinate hardware repairs, replacements, and warranty services with vendors.
Document incidents, service requests, and resolutions within the ticketing system.
Ensure compliance with company IT policies, security standards, and asset management procedures.
Provide timely updates to users and maintain high customer satisfaction levels.

Required Qualifications
Associate's or Bachelor's degree in Information Technology or equivalent experience.
2+ years of Desktop Support, IT Support, or Help Desk experience.
Strong knowledge of Windows 10/11 operating systems.

Experience with hardware troubleshooting and break/fix support.
Familiarity with Active Directory, Microsoft 365, and endpoint management tools.
Basic understanding of networking concepts including TCP/IP, DNS, DHCP, VPN, and Wi-Fi.

Experience with ticketing systems and IT service management processes.
Strong communication and customer service skills.