Job Description: IT Support Specialist

Position Overview

We are seeking a proactive and customer-focused IT Support Specialist to join our team. This person will be responsible for providing technical support across the organization, managing IT assets, and ensuring smooth operation of hardware, software, and network systems.

The ideal candidate has experience in help desk environments, troubleshooting technical issues, and maintaining accurate IT asset inventories, while following structured support processes and ticketing systems.

Key Responsibilities

Technical Support & Troubleshooting

• Provide first- and second-level support for hardware, software, and network issues.
• Manage incoming tickets and requests through the Help Desk system, ensuring timely resolution and proper escalation when necessary.
• Troubleshoot and resolve technical issues in a reactive, on-demand support model.
• Support call center systems, including monitoring performance, resolving user issues, and coordinating with vendors if needed.
• Ensure all support requests are properly tracked; no work should be performed outside the ticketing system.

End-User Applications & Collaboration Tools Support

• Provide support for Microsoft 365 applications, including:
• Language configuration changes
• Troubleshooting SharePoint and Excel macro errors (no configuration work)
• Assist with browser-related issues including synchronization, password recovery, plugin installation, and updates.

Security, Access & Identity Management

• Support authentication tools such as YubiKey and Microsoft Entra.
• Manage user access, permissions, and licenses based on requests and approvals.
• Assist with enforcing secure access practices across systems and tools.

VPN & Connectivity Support

• Configure and support VPN access for employees.
• Manage WireGuard users and troubleshoot connectivity issues.

Hardware & Software Administration

• Install, configure, and maintain computers, peripherals, and mobile devices.
• Perform setup and configuration of new or reassigned equipment, including:
• Microsoft Entra (if applicable)
• VPN setup
• Microsoft Intune (if applicable)
• DialPad and Slack setup
• Browser configuration (favorites, extensions)
• Support software deployment, updates, and patching.
• Ensure systems operate efficiently and securely with minimal downtime.

Asset Tracking & Inventory Management

• Maintain an up-to-date inventory of IT equipment, licenses, and software.
• Track asset assignments and ensure accurate documentation.
• Manage the full lifecycle of IT assets from procurement to disposal.

Documentation & Reporting

• Create and maintain user guides, FAQs, and internal documentation.
• Track and report Help Desk metrics, ticket resolution times, and system performance.
• Support audits and compliance requirements related to IT systems and security.

Collaboration & Support Process Ownership

• Collaborate with cross-functional teams to support business operations and projects.
• Train employees on basic troubleshooting and IT best practices.
• Promote a structured Help Desk culture with clear processes and accountability.
• Ensure visibility and tracking of all IT activities through proper systems and tools.

IT Procurement & Cost Analysis

• Research and evaluate potential vendors and suppliers for IT equipment, hardware, software, and related services.
• Prepare and present cost comparisons, including pricing, specifications, warranties, delivery timelines, and overall value.
• Provide recommendations based on cost-effectiveness, quality, compatibility, and business needs.
• Coordinate the purchasing process with management and approved vendors, ensuring proper documentation and budget alignment.
• Maintain accurate records of purchases, vendor information, warranties, and equipment costs.
• Identify opportunities to optimize IT expenses while maintaining quality and operational efficiency.

Requirements

• Proven experience in IT support, help desk, or technical support environments.
• Strong knowledge of hardware troubleshooting (PCs, laptops) and software support (Windows, macOS, Microsoft 365, cloud applications).
• Experience working with ticketing systems and structured support processes.
• Basic knowledge of networking (LAN/WAN, Wi-Fi troubleshooting, VPNs).
• Familiarity with identity and access tools (e.g., Microsoft Entra, MFA tools).
• Excellent communication and problem-solving skills.
• Highly organized, detail-oriented, and able to manage multiple priorities.

Preferred

• Experience supporting collaboration tools (Slack, DialPad, Microsoft 365).
• Knowledge of IT security practices and access management.
• Experience in asset management and IT inventory systems.
• Certifications such as CompTIA A+, ITIL, or Microsoft Certified IT Specialist (a plus).
• Bilingual (Spanish/English) for international support environments.

Benefits

• Christmas Bonus: 30 days, to be paid in December.

• Major Medical Expense Insurance: Coverage up to $25,000,000.00 MXN.
• Dental and Visual Insurance: Always smile and see with confidence!
• Life Insurance: (Death and MXN Disability)
• Vacation Days: 12 vacation days in accordance with Federal Labor Law
• Cell Phone & Transportation Allowance: Employees receive a monthly total gross allowance of MXN $1,836, paid through payroll under the combined transportation and cell phone concepts.
• Multicultural Exposure: Work with operations within Mexico and the United States.
• MezTal Internal Events: Strike a healthy balance between your professional and personal goals.
• Exclusive Discounts: Benefits with different companies for being part of MezTal.
• Academic Agreements: Access to national universities and language schools.