Help Desk Specialist I

Location

Monterrey, Mexico

Onsite, Hybrid or Fully Remote

Onsite

Status

Full-Time

Reports To

IT Director

FLSA Status

Non- Exempt Hourly

Management Position

No

Compensation Min

Compensation Max

Position Overview

Company Overview

At Kovalus Separation Solutions (KSS), we are dedicated to transforming the landscape of separation technologies by leveraging synergies across membrane filtration, ion exchange, evaporation, drying, and other advanced process technologies. Our solutions support customers in the food and beverage, dairy, life science, and industrial markets by enabling product concentration and purification, removal of contaminants, recycling of valuable process chemicals, production of high-purity water, and treatment of wastewater for safe discharge or reuse.

We are seeking an experienced Help Desk Specialist I to support our manufacturing operations in Mexico. This role provides comprehensive onsite technical support for end users, focusing on endpoint management and the maintenance of network infrastructure. The successful candidate will follow company-wide IT standards and processes to ensure consistency and quality in all tasks.

Additionally, this position is part of an international IT team, contributing both locally and to global help desk initiatives in accordance with established protocols

Responsibilities:

- Deliver Level I help desk support to plant personnel, resolving hardware, software, and connectivity issues strictly in line with global IT procedures and standards.
- Support endpoint provisioning, configuration, and maintenance (e.g., Autopilot, Windows 11) while adhering to company IT frameworks and processes.
- Perform structured cabling tasks—including copper punch downs, cable tracing, and network infrastructure maintenance.
- Collaborate with the general IT team to resolve escalated issues, participate in knowledge sharing, and support global IT initiatives following company-established guidelines.




- Accurately document technical procedures, incident resolutions, and network configurations in line with the company’s documentation requirements.
- Maintain a secure, reliable, and efficient IT environment in full compliance with corporate policies and industry best practices.

Qualifications:

Required

- Proven experience with endpoint management tools (Autopilot, Windows 11, etc.).
- Strong troubleshooting skills for hardware, software, and network issues, with an emphasis on consistency with documented standards.
- Demonstrated Level I help desk experience, including ticket management and customer service under company guidelines.
- Expertise in structured cabling: copper punch downs, cable tracing, and general cable management according to global standards.
- Knowledge of fiber optic cabling and related technologies.
- Ability to work effectively within a team, following established processes and frameworks.
- Good communication skills in both Spanish and English.
- Willingness to participate in global help desk activities, sometimes outside local business hours, as required by global operations.

Preferred

- Technical certifications (CompTIA A+, Network+, Microsoft, etc.).
- Experience supporting IT in a manufacturing environment.
- Familiarity with IT service management platforms
- Experience working in a global organization with remote collaboration tools.
- Diversity, Equity & Inclusion

Kovalus Separation Solutions is committed to creating an inclusive workplace where diversity is valued and respected. We welcome applications from qualified candidates regardless of gender, gender identity or expression, age, disability, marital status, ethnicity, nationality, religion or belief, sexual orientation, or any other characteristic protected by applicable law.

We believe that diverse perspectives strengthen our organization and contribute to better solutions for our customers and communities.

All benefits are subject to applicable plan and program terms (including eligibility terms) and may be subject to change.

📌 Help Desk Support I (Ciénega de Flores)
🏢 KOVALUS SEPARATION SOLUTIONS
📍 Ciénega de Flores