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.ResponsibilitiesRespond to customer and internal user requests via phone, email, and electronic channelsAnalyze, 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 staffAssist with AV and conference room technology setup and supportDocument all work in the firm's ticketing system and contribute to the Knowledge BaseMaintain, track, and manage IT assets, peripherals, and loaner equipmentProvide feedback to management on potential tool and process enhancementsParticipate in regular staff meetings and the escalation management processCreate, maintain, and manage client process documentation; ensure complete,



thorough call documentationProvide phone coverage for technical services (internal and external); assign and follow up onreturn authorizations for partsCollaborate with all departments, communicate issues/concerns, and document problem resolutionsPerform additional tasks related to managing incoming technical service callsQualificationsHigh school diploma or equivalent required1-year certificate from college/technical school; or 3–6 months related experience/training; or equivalent combination of education and experienceBroad experience supporting PCs (HP hardware), operating systems, and common softwareProven ability to set up, configure, and maintain laptops and related peripheralsExperience with remote troubleshooting and incident resolutionFamiliarity with AV and conference room technology supportAbility to document work thoroughly in a ticketing system and contribute to knowledge basesExperience maintaining and tracking IT assets and loaner equipmentStrong communication skills and participation in escalation processes and team meetingsAbility to create and maintain process documentation and provide complete support call recordsCustomer-centric mindset with strong problem-solving, follow-up, and collaboration skillsBilingual English / Spanish - Fluent#J-*****-Ljbffr

📌 Helpdesk - Technical Support/Guadalajara, Mexico (Jalisco)
🏢 MissionHires
📍 Jalisco