Overview:
Coordinates, diagnoses and troubleshoots incoming employee calls. Provides support services to employees and clients with technical problems and information technology issues involving desktops, laptops or network services from local personnel or from employees using network remote access. Provides timely resolution of problems or escalation on behalf of customers to appropriate technical personnel. Provides case status updates to management and end-users. Supports and maintains effective relationships with users. Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support. Responsible for advising and assisting users in solving problems related to hardware, software, networks and peripherals using available technology.
Responsibilities:
Job Description
Job Profile:
Service Desk Tech I
Compensation Use Only
Field or Corporate:
Corporate
Grade:
Business Unit:
Service Desk
Job Code:
Job Family:
SVDSK - Service Desk
FLSA Status: Non-Exempt
Additional Notes:
Date Job Evaluated: Jan 2026
Job Summary
The Service Desk Tech I coordinates, diagnoses and troubleshoots incoming employee calls. Provides support services to employees and clients with technical problems and information technology issues involving desktops, laptops or network services from local personnel or from employees using network remote access. Provides timely resolution of problems or escalation on behalf of customers to appropriate technical personnel. Provides case status updates to management and end-users. Supports and maintains effective relationships with users. Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support. Responsible for advising and assisting users in solving problems related to hardware, software, networks and peripherals using available technology.
ESSENTIAL DUTIES & RESPONSIBILITIES
Primary Responsibility:
Percentage of Duties (must add to 100%)
Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution Compliance to Quality Assurance evaluation (Calls, chats, email, self-service interactions and Tickets).
30%
Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management).
20%
Contact Handling calls, chats and emails. Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction.
20%
Proper Documentation of tickets:
Escalate complex tickets and ensure closure (follow up)
Monitoring and following up on tickets in the ITSM platform
Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support.
20%
Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
10%
Education & Experience Requirements
Minimum level of education or education/experience: Associate's Degree or equivalent work experience
Minimum years of work experience: 1 year in Service Desk
Knowledge & Requirements
Written and oral English
Canada: Account-specific multi-lingual requirement
French
SME for Account (training)
Access Management Proficiency
Process improver, game changer, proactive demonstrated through stretch projects based on ITIL, A+, and other methodologies
Networking, basic connection, Wi-Fi, VPN, LAN, hotspot troubleshooting
Telecom VOIP basic understanding
Basic knowledge of Access Management: active directory, power shell, jump server
Basic PC hardware knowledge
Ability to type while in involved in a conversation, at least 30 WPM
Solid analytical/cognitive skills to troubleshoot complex and technical problems
MS Office
MS Outlook
VPN
Citrix
Decision Making/Independence:
What level of decision making and independence is required for the role: MinimalMinimal performs tasks/duties under direct supervision, with defined policies/procedures. Work is reviewed by supervisor. Decisions/actions have minimal impact, results are immediate, problems are easily detected & cause little difficulty/loss of time to correct.
Limited Performs tasks/duties under general supervision with established procedures. Decisions/actions have a moderate impact. Chooses from limited alternatives for resolution. Occasional independent judgment required. Refers unusual problems to supervisor.
Moderate Performs duties within scope of general policies, procedures & objectives. Regular exercise of independent judgment. Makes recommendations that affect policies, procedures & practices. Refers exceptions to leader.
Significant Develops objectives, policy, procedure for specific program/function. Work/decisions do not require direction/review. Refers strategic issues to leader. Decisions have significant impacts affecting other departments/clints or influence on operations.
Extensive Develops strategy/policy for area of responsibility, accountable for results. Authority for independent decisions on matters of significance. High degree of independent judgement & complex problem solving. Affects operation on a continuing basis.
COMPLEXITY
Choose a level of complexity for required tasks: Low (Based on duties, the degree of autonomy and scope of responsibility)Low Tasks are highly interrelated and simple. Work consists of standard procedures and tasks. There is no responsibility for budget, revenues and/or expenditures.
Medium tasks are multiple and focus more on single processes. Work is usually standardized but occasionally varied. There is no responsibility for budget, revenues and/or expenditures.
High Tasks are multiple & diverse interrelated across processes, integrate functional area & involve variables that may be abstract. Work requires the direct application of a variety of procedures. Has budget responsibility & expenditure authority.
MANAGEMENT & SUPERVISORY RESPONSIBILITIES
Supervisory Oversight: NoneNone
Limited Work involves, in addition to base duties, regular responsibility for providing training & work guidance to others within work unit or providing functional advice and guidance to individuals outside the immediate work unit related to standard practice.
Extensive Work involves supervising, through subordinate managers, of employees performing activities in two or more segments of a unit. Emphasis on planning/objective setting. Responsible for hiring, termination, salary and performance evaluation.
Does this role have budgetary responsibilities: No
Is this job responsible for setting and controlling a budget. No
Does this job have input into setting a budget. No
Is this job responsible for staying within an assigned budget. No
ADA Accessibility Standards (U.S. Only)
Brief Description of Work: (Please provide 1-3 sentences)




Physical Activity
Standing Occasionally (Up to 33% of the time)
Sitting Constantly (Up to 100% of the time)
Climbing Not Required (0% of the time)
Bending Not Required (0% of the time)
Balancing Not Required (0% of the time)
Stooping Not Required (0% of the time)
Kneeling Not Required (0% of the time)
Crouching Not Required (0% of the time)
Crawling Not Required (0% of the time)
Reaching Not Required (0% of the time)
Lifting Not Required (0% of the time)
Walking Occasionally (Up to 33% of the time)
Keyboarding Frequently (Up to 67% of the time)
Feeling Not Required (0% of the time)
Talking Constantly (Up to 100% of the time)
Hearing Constantly (Up to 100% of the time)
Environmental Conditions
Working Indoors Constantly (Up to 100% of the time)
Working Outdoors Not Required (0% of the time)
Extreme Cold Not Required (0% of the time)
Extreme Heat Not Required (0% of the time)
Noise Occasionally (Up to 33% of the time)
Vibration Not Required (0% of the time)
Hazards Not Required (0% of the time)
Atmospheric Conditions Not Required (0% of the time)
Physical Demands
Sedentary: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met. Yes
Light Work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for Sedentary Work and the worker sits most of the time, the job is rated for Light Work. No
Medium Work: Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects. No
Very Heavy Work: Exerting in excess of 100 pounds of force occasionally, and/or in excess of 50 pounds of force frequently, and/or in excess of 20 pounds of force constantly to move objects. No
Noise Level
Very Loud: No
Loud: No
Moderate: Yes
Quiet: Yes
Very Quiet: No
Vision Requirements
Depth Perception: Yes
Distance: No
Peripheral: No
Close: Yes
Ability to Adjust Focus: Yes
Mental Requirements
Communication: Yes
Comprehension: Yes
Concentration: Yes
Reasoning and Decision-Making: Yes
Mathematics: Yes
Multi-Tasking: Yes
Organization: Yes
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification and are not intended to be a complete list of all responsibilities, duties and skills required of associates so classified. Other duties may be assigned. Regular attendance and timely appearance are essential for the completion of this work.
Job Descriptions are subject to change at any time.
Job Description Summary:
Coordinates, diagnoses and troubleshoots incoming employee calls. Provides support services to employees and clients with technical problems and information technology issues involving desktops, laptops or network services from local personnel or from employees using network remote access. Provides timely resolution of problems or escalation on behalf of customers to appropriate technical personnel. Provides case status updates to management and end-users. Supports and maintains effective relationships with users. Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support. Responsible for advising and assisting users in solving problems related to hardware, software, networks and peripherals using available technology.
Job Description:
Job Description
Job Profile:
Service Desk Tech I
Compensation Use Only
Field or Corporate:
Corporate
Grade:
Business Unit:
Service Desk
Job Code:
Job Family:
SVDSK - Service Desk
FLSA Status: Non-Exempt
Additional Notes:
Date Job Evaluated: Jan 2026
Job Summary
The Service Desk Tech I coordinates, diagnoses and troubleshoots incoming employee calls. Provides support services to employees and clients with technical problems and information technology issues involving desktops, laptops or network services from local personnel or from employees using network remote access. Provides timely resolution of problems or escalation on behalf of customers to appropriate technical personnel. Provides case status updates to management and end-users. Supports and maintains effective relationships with users. Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support. Responsible for advising and assisting users in solving problems related to hardware, software, networks and peripherals using available technology.
ESSENTIAL DUTIES & RESPONSIBILITIES
Primary Responsibility:
Percentage of Duties (must add to 100%)
Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution Compliance to Quality Assurance evaluation (Calls, chats, email, self-service interactions and Tickets).
30%
Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management).
20%
Contact Handling calls, chats and emails. Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction.
20%
Proper Documentation of tickets:
Escalate complex tickets and ensure closure (follow up)
Monitoring and following up on tickets in the ITSM platform
Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support.
20%
Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
10%
Education & Experience Requirements
Minimum level of education or education/experience: Associate's Degree or equivalent work experience
Minimum years of work experience: 1 year in Service Desk
Knowledge & Requirements
Written and oral English
Canada: Account-specific multi-lingual requirement
French
SME for Account (training)
Access Management Proficiency
Process improver, game changer, proactive demonstrated through stretch projects based on ITIL, A+,



and other methodologies
Networking, basic connection, Wi-Fi, VPN, LAN, hotspot troubleshooting
Telecom VOIP basic understanding
Basic knowledge of Access Management: active directory, power shell, jump server
Basic PC hardware knowledge
Ability to type while in involved in a conversation, at least 30 WPM
Solid analytical/cognitive skills to troubleshoot complex and technical problems
MS Office
MS Outlook
VPN
Citrix
Decision Making/Independence:
What level of decision making and independence is required for the role: MinimalMinimal performs tasks/duties under direct supervision, with defined policies/procedures. Work is reviewed by supervisor. Decisions/actions have minimal impact, results are immediate, problems are easily detected & cause little difficulty/loss of time to correct.
Limited Performs tasks/duties under general supervision with established procedures. Decisions/actions have a moderate impact. Chooses from limited alternatives for resolution. Occasional independent judgment required. Refers unusual problems to supervisor.
Moderate Performs duties within scope of general policies, procedures & objectives. Regular exercise of independent judgment. Makes recommendations that affect policies, procedures & practices. Refers exceptions to leader.
Significant Develops objectives, policy, procedure for specific program/function. Work/decisions do not require direction/review. Refers strategic issues to leader. Decisions have significant impacts affecting other departments/clints or influence on operations.
Extensive Develops strategy/policy for area of responsibility, accountable for results. Authority for independent decisions on matters of significance. High degree of independent judgement & complex problem solving. Affects operation on a continuing basis.
COMPLEXITY
Choose a level of complexity for required tasks: Low (Based on duties, the degree of autonomy and scope of responsibility)Low Tasks are highly interrelated and simple. Work consists of standard procedures and tasks. There is no responsibility for budget, revenues and/or expenditures.
Medium tasks are multiple and focus more on single processes. Work is usually standardized but occasionally varied. There is no responsibility for budget, revenues and/or expenditures.
High Tasks are multiple & diverse interrelated across processes, integrate functional area & involve variables that may be abstract. Work requires the direct application of a variety of procedures. Has budget responsibility & expenditure authority.
MANAGEMENT & SUPERVISORY RESPONSIBILITIES
Supervisory Oversight: NoneNone
Limited Work involves, in addition to base duties, regular responsibility for providing training & work guidance to others within work unit or providing functional advice and guidance to individuals outside the immediate work unit related to standard practice.
Extensive Work involves supervising, through subordinate managers, of employees performing activities in two or more segments of a unit. Emphasis on planning/objective setting. Responsible for hiring, termination, salary and performance evaluation.
Does this role have budgetary responsibilities: No
Is this job responsible for setting and controlling a budget. No
Does this job have input into setting a budget. No
Is this job responsible for staying within an assigned budget. No
ADA Accessibility Standards (U.S. Only)
Brief Description of Work: (Please provide 1-3 sentences)
Physical Activity
Standing Occasionally (Up to 33% of the time)
Sitting Constantly (Up to 100% of the time)
Climbing Not Required (0% of the time)
Bending Not Required (0% of the time)
Balancing Not Required (0% of the time)
Stooping Not Required (0% of the time)
Kneeling Not Required (0% of the time)
Crouching Not Required (0% of the time)
Crawling Not Required (0% of the time)
Reaching Not Required (0% of the time)
Lifting Not Required (0% of the time)
Walking Occasionally (Up to 33% of the time)
Keyboarding Frequently (Up to 67% of the time)
Feeling Not Required (0% of the time)
Talking Constantly (Up to 100% of the time)
Hearing Constantly (Up to 100% of the time)
Environmental Conditions
Working Indoors Constantly (Up to 100% of the time)
Working Outdoors Not Required (0% of the time)
Extreme Cold Not Required (0% of the time)
Extreme Heat Not Required (0% of the time)
Noise Occasionally (Up to 33% of the time)
Vibration Not Required (0% of the time)
Hazards Not Required (0% of the time)
Atmospheric Conditions Not Required (0% of the time)
Physical Demands
Sedentary: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met. Yes
Light Work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for Sedentary Work and the worker sits most of the time, the job is rated for Light Work. No
Medium Work: Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects. No
Very Heavy Work: Exerting in excess of 100 pounds of force occasionally, and/or in excess of 50 pounds of force frequently, and/or in excess of 20 pounds of force constantly to move objects. No
Noise Level
Very Loud: No
Loud: No
Moderate: Yes
Quiet: Yes
Very Quiet: No
Vision Requirements
Depth Perception: Yes
Distance: No
Peripheral: No
Close: Yes
Ability to Adjust Focus: Yes
Mental Requirements
Communication: Yes
Comprehension: Yes
Concentration: Yes
Reasoning and Decision-Making: Yes
Mathematics: Yes
Multi-Tasking: Yes
Organization: Yes
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification and are not intended to be a complete list of all responsibilities, duties and skills required of associates so classified. Other duties may be assigned. Regular attendance and timely appearance are essential for the completion of this work.
Job Descriptions are subject to change at any time.
Qualifications:
Interpersonal Savvy

On-Camera Video Interview Notice:

Candidates selected to interview must participate in live, on-camera video interviews for identity verification and assessment purposes. Interviews will be recorded where permitted by law. Participation and consent to applicable recording requirements are required to continue in the hiring process. Failure to participate in required on-camera interviews may result in removal from further consideration for employment.

📌 Service Desk Tech I (Ciudad de México)
🏢 Compucom
📍 Ciudad de México