Service Desk Analyst
American IT Sourcing Mexico (Remote)
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Location: Mexico (100% Remote contractor role)
Job Overview: We are looking for a skilled Service Desk Analyst to join our team and provide
be well-versed in user support, troubleshooting, and efficient communication, ensuring
seamless operations for our employees. This position is an excellent opportunity for a tech
- savvy individual with experience in IT support and customer service.
Key Responsibilities:
Provide first-level support to users by diagnosing and troubleshooting hardware, software, and
network issues.
Assist with user access management and issue resolution for various platforms, including Okta
and Google Workspace.
Manage and support Mac devices using Kandji (Mac Shop) for device setup, troubleshooting,
and compliance checks.
Respond to inquiries and resolve issues related to team communication tools, including Slack.
Document and update technical knowledge base articles in Confluence for streamlined problem
- solving.
Utilize Jira for tracking support tickets, ensuring timely resolution and appropriate escalation of
complex issues.
Collaborate with the IT team to ensure continuous improvement of service delivery and process
optimization.
Maintain high standards of customer service by addressing user issues promptly and effectively.




Assist with onboarding and offboarding tasks, including account setups and deactivations.
Qualifications:
Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
2+ years of experience in an IT support or Service Desk role.
Advance English is a must
Familiarity with the following tools:
Okta: Experience with single sign-on and identity management.
Kandji (Mac Shop): Knowledge of managing Mac devices.
Slack: Experience in supporting team communication tools.
Confluence: Ability to document and manage knowledge bases.
Jira: Experience in ticket management and workflow tracking.
Excellent troubleshooting, problem-solving, and multitasking skills.
Strong communication skills in both English and Spanish, with the ability to explain complex
technical concepts to non-technical users.
Ability to work independently and collaborate effectively in a remote or on-site team
environment.
Customer-oriented approach with a strong commitment to providing quality support.
Preferred Skills:
Certifications in ITIL or relevant technical certifications.
Experience with remote support tools and endpoint management.
Understanding of cybersecurity best practices.
Tipo de puesto: Jornada completa
Tipo de jornada:
- Turno de 8 horas
Lugar de trabajo: Empleo remoto

📌 Service Desk Analyst (México)
🏢 Adqa Mexico
📍 México