The **IT Support Analyst** ensures the efficient operation of our employees' software and hardware systems. This role provides direct technical support to internal team members and contributes to a secure, productive, and collaborative environment. The position reports to the Technical Support Manager.
**Responsibilities**
- Manage technical support tickets in Zendesk, including gathering necessary information to resolve or escalate tickets appropriately and providing detailed documentation of steps taken.
- Troubleshoot and resolve software and hardware problems for Windows and macOS company laptops using GoToAssist remote desktop software.
- Assist users with hardware-related issues, walking them through solutions remotely and contacting manufacturers for warranty-covered hardware when necessary.
- Ensure all equipment is up to date with the latest software updates.
- Provide technical assistance to end-users, resolving hardware and software issues promptly and effectively.
- Install and update company-approved software on laptops.
- Perform administrative tasks in Microsoft 365, HubSpot, and other systems, strictly adhering to company policies with a security-first mindset.
- Continuously learn and adapt to new systems and skills as the company grows.
**Requirements**:
- Advanced knowledge of Windows 10 and 11.
- Above-average proficiency in Microsoft 365 administration.
- **Strong written and verbal communication skills in English and Spanish.**:
- Motivation to use downtime to learn new skills; insatiable desire to learn and improve.




- Strong organizational skills with the ability to manage multiple tasks and priorities.
- Detail-oriented and proactive attitude, with a willingness to take initiative.
- Excellent problem-solving skills and a logical approach to challenges.
- Strong interpersonal skills and ability to work effectively in a team environment.
- Critical thinking skills - ability to interpret tickets and user-provided information to determine the most effective resolution while following established procedures.
- Previous experience in Windows technical support.
- Ability to follow instructions in English and focus on tasks without distraction.
- Security mindset - prioritize data and hardware security while following established approval guidelines.
**Desired Skills**
- Experience as a Desktop Support Technician or similar role.
- Familiarity with IT ticketing systems and remote support tools.
- Outstanding interpersonal and customer service skills.
- Experience working in a medium-sized business environment.
- Ability to work independently and collaboratively.
**_ Advancing the world’s knowledge._**
Research Solutions, Inc. (NASDAQ:RSSS) provides cloud-based technologies to streamline the process of discovering, accessing, managing, and analyzing scientific content.
Since its founding, the company has been a pioneer in developing solutions to serve researchers. Today, more than 70 percent of the top research organizations and academic institutions rely on our family of products to enable progress.

📌 IT Support Analyst (México)
🏢 Research Solutions
📍 México