Descripción y detalle de las actividades
The Helpdesk Analyst provides first-level technical support to employees across the organization, ensuring timely resolution of hardware, software, network, and account-access issues. This role is critical in
maintaining smooth IT operations, delivering excellent customer service, and escalating more complex issues to senior IT staff when necessary.
**Technical Support**
- Troubleshoot and resolve issues related to hardware, software, printers, mobile devices, and network connectivity.
- Create, modify, and disable user accounts in accordance with IT security procedures.
- Install, configure, and maintain laptops, desktops, peripherals, and approved software.
- Monitor and respond to incoming support tickets, ensuring timely resolution and appropriate escalation.
**System & Equipment Maintenance**
- Perform routine system checks, updates, and preventative maintenance on equipment.
- Assist with onboarding and offboarding processes including device setup and retrieval.
- Support inventory management of IT equipment, licenses, and accessories.
**Customer Service**
- Provide clear, professional communication and exceptional customer support to employees at all levels.
- Document troubleshooting steps and resolutions within the ticketing system.
- Educate users on IT policies, best practices, and system functionality.
**Collaboration & Continuous Improvement**
- Escalate complex issues to senior IT staff or external vendors as required.
- Participate in IT projects including upgrades, rollouts, and process improvements.




- Assist with cybersecurity initiatives, including monitoring potential risks and promoting good security hygiene.
Experiência y requisitos
**Qualifications**
**Education & Experience**
- Associate degree in IT, Computer Science, or related field preferred; equivalent experience considered.
- 1-3 years of helpdesk or technical support experience required.
- Experience in a manufacturing or multi-site environment a plus.
**Knowledge & Skills**
- Ability to diagnose and resolve basic technical issues.
- Solid understanding of networking fundamentals (DNS, DHCP, VPN preferred).
- Excellent customer service, communication, and problem-solving skills.
- Strong organizational skills with ability to prioritize multiple tasks.
**Preferred Certifications (Not Required)**
- CompTIA A+, Network+, or Security+
- Microsoft 365 Fundamentals
- ITIL Foundation
**Working Conditions**
- On-site support required; occasional after-hours or weekend support for maintenance or urgent issues.
- Ability to lift 25-40 lbs. for equipment setup or relocation.
Beneficios
- Ventajas de acuerdo a la LFT
- Fondo de ahorro
- uniforme
- seguro de gastos médicos
**Número de vacantes** 1
**Área** Informática/Sistemas/TI/Programación/Software
**Contrato** Permanente
**Modalidad** Presencial
**Turno** Diurno
**Jornada** Tiempo Completo
**Horario**
- Tiempo completo
**Estudios** Carrera con título profesional
**Inglés**Hablado: Avanzado, Escrito: Avanzado
**Disponibilidad p. viajar** Si

📌 Vol-helpdesk Analyst (Mexicali)
🏢 Ivemsa
📍 Mexicali