RESPONSIBILITIES

• Diagnose and troubleshoot hardware/software issues to document and resolve problems.

• Provide second-level user support for complex issues that cannot be resolved remotely by the Service Desk.

• Ensure incident management by responding to service desk requests via multiple communication channels and escalating as necessary.

• Lead hands-on support for IT project implementations and perform additional job-related duties as assigned.

• Collaborate with cross-functional teams to solve end-user technology issues.

• Assist with asset management and maintain stock levels of spare equipment.

• Support the Platform Service Team in backup operations and PC replacement programs.

• Keep IT management informed about the state of local infrastructure.

QUALIFICATIONS

• Strong sense of ethics and capacity to interact with stakeholders.

• Excellent collaboration and communication (Verbal and written) skills.

• Proficiency bilingual (Spanish/English) language competency required.

• Bachelor's degree or equivalent experience.





• 2-4 years of experience in MS Windows desktop operating system deployment.

• Strong understanding of software distribution tools and network infrastructure principles.

• Experience with Mobile Device Management.

• Experience with ITSM systems like ServiceNow.

PHYSICAL & ENVIRONMENTAL DEMANDS

• Medium lifting (30 lbs. – 45 lbs.)

• Frequent standing, kneeling, crawling, stooping, bending, twisting, and climbing (stairs, ladders).

TIME TRAVEL REQUIRED

• 10%

CORE COMPETENCES

• Own It

• Act With Urgency

• Foster a Customer-First Mindset

• Think Big and Execute

• Lead by Example

• Drive Continuous Improvement

• Learn and Seek Out Development

• Promote Transparency and Open Communication

OUR CORE PRINCIPALS: Safety. Integrity. Respect. Teamwork. Inclusion.

OUR STRATEGIC PRIORITIES

• High-Performance Culture• Customer Focus

• Operational Excellence

• Innovation

• Financial Strength

VERTIV BEHAVIORS

• Own it

•

📌 IT End User Services Senior Analyst (Mexicali)
🏢 Vertiv
📍 Mexicali