**Duties and Responsibilities**:
**_ End-User Support & Troubleshooting_**
- Provide intermediate-level support for Windows desktops/laptops including hardware, software, and peripheral issues.
- Perform user account administration: new hire setups, terminations, password resets, and account unlocks using Active Directory and Okta.
- Troubleshoot and support issues across multiple areas: PCs, laptops, printers, monitors, TVs on the production floor, Wi-Fi, and VoIP phones.
- Simulate and recreate user issues to better understand and resolve recurring or complex technical problems.
- Support Office365 and Exchange Online environments, including mailbox setup and client troubleshooting.
**_Infrastructure & Systems Coordination_**
- Collaborate with Network Services, Server Administration, and Security teams to resolve infrastructure-level problems.
- Provide support for VoIP platforms, especially Five9, including basic routing issues and user profile setups.
- Monitor and track system outages and help desk tickets, ensuring timely escalation and resolution.
- Maintain System Utilization Reports and collaborate with stakeholders to review performance and outage trends.
- Process requests for Installs, Adds, Moves, and Changes (IMAC) and ensure service levels and compliance standards are met.
- Update and manage the Help Desk knowledge base, ensuring accuracy and usability for the wider support team.
- Team Collaboration & Documentation
- Act as a go-to escalation point for complex incidents that require deeper investigation.




- Provide training and support to junior IT technicians or floor support agents as needed.
- Assist in maintaining IT procedural documentation and ensuring team alignment with best practices and standards.
**Requirements**:
- 2+ years of experience in Help Desk or IT Support roles, ideally in a contact center environment.
- Associate's or Bachelor's Degree in IT or a related field, or equivalent certifications and experience.
- Certifications such as CompTIA A+, Microsoft Desktop Support; (optional but preferred: Network+, Security+, CCNA, Server+).
- Experience with Windows Server, Active Directory, and user account administration.
- Strong knowledge of Office365, Exchange Online, VoIP systems (especially Five9), and Okta for access management.
- Solid troubleshooting experience in networked environments, especially with AD-integrated systems.
- Strong interpersonal, written, and verbal communication skills in both Spanish and English (bilingual required).
- Ability to work independently and as part of a collaborative on-site IT support team.
**_Desired Attributes:_**
- Customer-focused with excellent problem-solving skills.
- Ability to manage multiple priorities in a high-paced, hands-on environment.
- Comfortable working on the production floor and responding quickly to user needs.
- Highly organized and documentation-oriented, with a drive to continuously improve support practices.
**Benefits**
- Competitive Salary
- Fun work environment
- Growth Opportunities

📌 IT Support Specialist - Mexico City (On-site) (Polanco)
🏢 One Park Financial
📍 Polanco