Helpdesk Specialist

IDC Colombia; Ciudad de México; Hybrid; MXN 201,000 - 312,000; Full time

Job summary

IDC in Mexico City is seeking an on‑site Helpdesk Support Specialist to assist employees with Windows/macOS, software, hardware, and account issues. You will support colleagues via remote tools, phone, email, chat, and face‑to‑face interactions, ensuring a positive employee experience while maintaining accurate ticket records.

The role requires 2–3 years in IT support, familiarity with Jira, and a strong customer‑service mindset, with 4 days on site and one day remote. No travel is required.

Qualifications

• Bachelor’s degree or related experience required.
• 2–3 years IT support or technical role.
• Proven ability to resolve software/hardware problems.
• Experience with Windows and macOS environments.
• Familiarity with Jira ticketing tool.

Responsibilities

• Provide IT support to IDC staff via remote, phone, email, chat, video, and in person.
• Install and configure software and basic system setups.
• Document issues and solutions in the ticketing system.
• Troubleshoot hardware and software problems on laptops, desktops, printers.
• Contribute to technical investigations and projects onsite.
• Support IT new hire onboarding and off‑boarding.

Skills

Strong communication

Windows/macOS knowledge

Customer service mindset

Ability to troubleshoot hardware and软件

Team player

Education

Bachelor’s degree or related experience

Tools

Jira

MS Office 365

Job description

Overview

About the Role & Team The Helpdesk Support Specialist is a hands‑on technical support role within IDC’s global IT ServicesGroup. The position requires strong knowledge of Windows-based platforms, mainstream computerhardware, and a wide range of software applications. The specialist will work on‑site in IDC’s MexicoCity corporate office, providing day‑to‑day support to employees through the IT Help Desk ticketingsystem. The role is designed for someone who can grow into a key contributor within IDC’s worldwideIT Operations team.

What You’ll Do

• Convey technical knowledge to non-technical colleagues.
• Provide IT support to both IDC technical and non-technical staff via remote-controlled software,phone, email, chat, video conferencing and face to face communications.
• Ensure a positive employee experience.
• Provide account and access support. – Reset passwords, manage user accounts, and assist withlogin or authentication issues.
• Install and configure software – Support applications, updates and basic system setups.
• Document issues and solutions – Maintain accurate records in the ticketing system to track trendsand resolutions.
• Troubleshoot hardware and software issues – Diagnose problems with laptops, desktops, printersand common applications.
• Contribute and own technical investigations, implementations, and projects onsite.
• Be involved in globally focused efforts within IDC’s worldwide organization.
• Work closely with both regional and worldwide technical colleagues in order to provide improvedcustomer service and to build technical knowledge.
• Drive IT new hire orientation on-boarding as well as off-boarding employees.
• Responsible for deployment and configuration of user hardware and inventory tracking.

What You Bring

• Convey technical knowledge to non-technical colleagues.
• Provide IT support to both IDC technical and non-technical staff via remote-controlled software,phone, email, chat, video conferencing and face to face communications.
• Ensure a positive employee experience.
• Provide account and access support. – Reset passwords, manage user accounts, and assist withlogin or authentication issues.
• Install and configure software – Support applications, updates and basic system setups.
• Document issues and solutions – Maintain accurate records in the ticketing system to track trendsand resolutions.
• Troubleshoot hardware and software issues – Diagnose problems with laptops, desktops, printersand common applications.
• Contribute and own technical investigations, implementations, and projects onsite.
• Be involved in globally focused efforts within IDC’s worldwide organization.
• Work closely with both regional and worldwide technical colleagues in order to provide improvedcustomer service and to build technical knowledge.
• Drive IT new hire orientation on-boarding as well as off-boarding employees.
• Responsible for deployment and configuration of user hardware and inventory tracking.
• Knowledge of Windows and macOS environments
• Familiarity with Jira ticketing tool
• Strong communication and customer‑service mindset
• A bachelor’s degree or related experience is required.
• 2-3 years of experience within an IT organization, in a technical support, customer-facing role.
• Demonstrated ability to resolve software and hardware problems in a professional environment.
• Ability to troubleshoot common hardware and software problems
• The ability to efficiently evaluate technical faults and problems and to prescribe the appropriateremedy and being able to document these remedies is beneficial as well.
• Strong written and verbal communication skills.
• Team player who is a fast learner, able to hit the ground running and be comfortable assistingusers while still learning the intricacies of IDG, Inc.
• Demonstrated history of customer service and positive interpersonal skills are imperative.
• Experience working within a collaborative environment with both technical and non-technicalcolleagues is advantageous.
• Exposure to a wide variety of software applications including MS Office 365, various cloud applications, backup tools, antivirus tools, etc.
• Understanding basic networking concepts.
• Experience with Windows Autopilot technology including white glove.
• The ability to lift and carry heavy IT equipment is required.
• No travel is required for this position.
• This position is onsite based in our Mexico City office, 4 days a week; Friday can be remote work.

Why This Role Stands Out At IDC, your work helps shape how the world understands technology and where it goes next. You collaborate with curious, high-caliber colleagues who value rigor, integrity, and shared success. As the premier global provider of trusted technology intelligence, IDC equips business and technology leaders with the evidence they need to make confident decisions. Our insights inform strategy, investment, and innovation across industries and regions.

Recognized by IIAR as Analyst Firm of the Year for five consecutive years, IDC sets the standard for credibility and impact. With more than 1,000 analysts worldwide and a truly global perspective, we combine deep expertise with practical relevance. Here, your ideas matter, your voice is heard, and your contributions provide the insights leaders rely on every day. It is meaningful work, backed by a culture that supports growth, collaboration, and long-term career development with a globally respected brand.

Equal Opportunity Employer

IDC is committed to providing equal employment opportunities for all qualified persons. Employment eligibility verification required. We participate in E-Verify.

If this role relocates to a different country, the salary range will be updated to reflect that country's range, rather than a currency conversion of the original range.