IT Helpdesk Specialist - Hybrid (Remote Fridays)

IDC Research Inc.; Ciudad de México; Híbrido; MXN 167.000 - 257.000; Jornada completa

Descripción de la vacante

IDC is seeking an on-site Helpdesk Support Specialist in Mexico City to provide day-to-day IT support for employees through the ticketing system. You will resolve hardware and software issues across Windows and macOS environments and assist with account access, software installs, and onboarding/off-boarding processes.

The role requires strong communication skills, a customer-service mindset, and a willingness to collaborate with regional and global colleagues.

Formación

• Bachelor’s degree or related experience is required.
• 2-3 years of IT experience in a technical support, customer-facing role.
• Knowledge of Windows and macOS environments.
• Familiarity with Jira ticketing tool.
• Strong written and verbal communication skills.

Responsabilidades

• Provide IT support to staff via remote-controlled software, phone, email, chat, video conferencing and face to face communications.
• Reset passwords, manage user accounts, and assist with login 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 trends and resolutions.
• Troubleshoot hardware and software issues – Diagnose problems with laptops, desktops, printers and 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 regional and worldwide technical colleagues to improve customer service and knowledge.
• Drive IT new hire onboarding as well as off-boarding of employees.
• Responsible for deployment and configuration of user hardware and inventory tracking.

Conocimientos

Windows knowledge

macOS familiarity

Jira familiarity

Excellent communication

Customer-service mindset

Educación

Bachelor’s degree or related experience

Herramientas

Jira

Descripción del empleo

IDC is seeking an on-site Helpdesk Support Specialist in Mexico City to provide day-to-day IT support for employees through the ticketing system. You will resolve hardware and software issues across Windows and macOS environments and assist with account access, software installs, and onboarding/off-boarding processes.

The role requires strong communication skills, a customer-service mindset, and a willingness to collaborate with regional and global colleagues.