Description
RESPONSIBILITIES
- Diagnose and troubleshoot hardware/software issues to document and resolve problems.
- Provide second-level user support for complex issues that cannot be resolved remotely by the Service Desk.
- Ensure incident management by responding to service desk requests via multiple communication channels and escalating as necessary.
- Lead hands-on support for IT project implementations and perform additional job-related duties as assigned.
- Collaborate with cross-functional teams to solve end-user technology issues.
- Assist with asset management and maintain stock levels of spare equipment.
- Support the Platform Service Team in backup operations and PC replacement programs.
- Keep IT management informed about the state of local infrastructure.

QUALIFICATIONS
- Strong sense of ethics and capacity to interact with stakeholders.
- Excellent collaboration and communication (Verbal and written) skills.
- Proficiency bilingual (Spanish/English) language competency required.
- Bachelor's degree or equivalent experience.




- 2-4 years of experience in MS Windows desktop operating system deployment.
- Strong understanding of software distribution tools and network infrastructure principles.
- Experience with Mobile Device Management.
- Experience with ITSM systems like ServiceNow.

PHYSICAL & ENVIRONMENTAL DEMANDS
- Medium lifting (30 lbs. – 45 lbs.)
- Frequent standing, kneeling, crawling, stooping, bending, twisting, and climbing (stairs, ladders).

TIME TRAVEL REQUIRED
- 10%

CORE COMPETENCES
- Own It
- Act With Urgency
- Foster a Customer-First Mindset
- Think Big and Execute
- Lead by Example
- Drive Continuous Improvement
- Learn and Seek Out Development
- Promote Transparency and Open Communication

OUR CORE PRINCIPALS: Safety. Integrity. Respect. Teamwork. Inclusion.

OUR STRATEGIC PRIORITIES

• High-Performance Culture• Customer Focus

• Operational Excellence

• Innovation

• Financial Strength

VERTIV BEHAVIORS
- Own it
- Act with urgency

📌 IT End User Services Senior Analyst (Mexicali)
🏢 Vertiv Group
📍 Mexicali