MissionHires is seeking a Helpdesk - Technical Support Analyst L1/L2 to respond to and resolve customer and internal user issues via phone, email, and remote tools.
You will set up and support laptops and peripherals, maintain asset inventories, document all work in the ticketing system, and contribute to our knowledge base.
This role requires strong troubleshooting skills with PCs (HP hardware), operating systems, and common software, as well as clear communication and thorough documentation.
Responsibilities
Respond to customer and internal user requests via phone, email, and electronic channels
Analyze, troubleshoot, and resolve incidents using established procedures (remote and in-person)
Set up, configure, and maintain laptops and equipment for new hires, office moves, and visiting staff
Assist with AV and conference room technology setup and support
Document all work in the firm's ticketing system and contribute to the Knowledge Base
Maintain, track, and manage IT assets, peripherals, and loaner equipment
Provide feedback to management on potential tool and process enhancements
Participate in regular staff meetings and the escalation management process
Create, maintain, and manage client process documentation; ensure complete, thorough call documentation




Provide phone coverage for technical services (internal and external); assign and follow up on return authorizations for parts
Collaborate with all departments, communicate issues/concerns, and document problem resolutions
Perform additional tasks related to managing incoming technical service calls
Qualifications
High school diploma or equivalent required
1-year certificate from college/technical school; or 3–6 months related experience/training; or equivalent combination of education and experience
Broad experience supporting PCs (HP hardware), operating systems, and common software
Proven ability to set up, configure, and maintain laptops and related peripherals
Experience with remote troubleshooting and incident resolution
Familiarity with AV and conference room technology support
Ability to document work thoroughly in a ticketing system and contribute to knowledge bases
Experience maintaining and tracking IT assets and loaner equipment
Strong communication skills and participation in escalation processes and team meetings
Ability to create and maintain process documentation and provide complete support call records
Customer-centric mindset with strong problem-solving, follow-up, and collaboration skills
Bilingual English / Spanish - Fluent
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📌 Helpdesk - Technical Support/Guadalajara, Mexico
🏢 MissionHires
📍 Guadalajara