Duties and Responsibilities_
- Provides intermediate-level support to end-users for Windows Users (Active Directory).
- Windows Support.
- VoIP Support
- Office365 & Exchange online Support.
- Conducts support and troubleshooting for the Technology areas, including Voice, WAN, LAN, PC, Laptop, Printer, Password Resets, Printers, etc.
- Interacts with Network Services, Server Services, Security Administration, and Planning/Compliance to identify and correct core problems
- Simulates or recreates user problems to resolve operating difficulties
- Maintains System Utilization Reports and works with On-Time Performance to monitor and report Technology related
- Tracks System outages on a daily basis
- Maintains Help Desk Knowledge Base and interacts with technicians to keep the information accurate
- Provides training and guidance to less experienced team members
- Handles problems that other team members are unable to resolve
- Processes Technology Requests for Installs/Adds/Moves/Changes




- Reviews Problem Tickets and Change Tickets to ensure service levels are being maintained
- Assists in maintaining departmental procedure documentation and ensuring consistent and accurate handling of problems
**Requirements**:
- Associates / Bachelor's degree preferred and/or certifications + experience.
- Certifications: A+ or Microsoft Desktop Support (Following Certifications are a Plus: CCNA, Network+, Server+, Security+)
- Windows Server & Active Directory experience
- Exchange or Office365 Support experience
- VoIP
- Effective Communication Skills (English and Spanish)
- 2+ years of Help Desk Experience
- 2+ years in troubleshooting experience with Network and Windows Active Directory environments
- Strong interpersonal, written, and verbal communications skills
- Strong problem-solving and analytical skills
- Advanced English
**Benefits**
- Competitive Salary
- Private Medical Insurance
- Growth Opportunities

📌 IT Helpdesk Support (Mexico) (Polanco)
🏢 One Park Financial
📍 Polanco