Remote IT Support Coordinator - First-Line Help Desk

Carhartt, Inc.; Santiago de Querétaro; Híbrido; MXN 180.000 - 260.000; Jornada completa

Descripción de la vacante

Carhartt, Inc. is seeking a User Support Coordinator in the IT – Infrastructure/Security group. The role is remote, serving as the first point of contact for IT support and handling inquiries about computer systems, software, and hardware.

You will respond by phone, ticket, or email, diagnose issues, log incidents in ServiceNow, and escalate when needed. Additional duties include monitoring dashboards and ensuring IT policy compliance.

Formación

• Bachelor’s degree in Information Technology or equivalent experience preferred.
• Minimum of 2 years combined help desk and/or technical support experience.
• Exceptional customer service orientation.
• Experience working in a collaborative and team-oriented environment; IT in retail is a plus.
• Experience supporting MS Office products, preferably O365 and Windows 10/11.
• Analytical and problem-solving abilities.
• Basic understanding of computer systems, networks, and software applications.
• Ability to work independently and as part of a team.

Responsabilidades

• Provide first-level technical support to end-users (Corporate, remote and Retail).
• Diagnose and troubleshoot software and hardware issues.
• Log and track all incidents and service requests in the ticketing system (ServiceNow).
• Monitoring infrastructure dashboards related to Network devices, Servers, etc.
• Obtain relevant information for issues that need to be escalated.
• Escalate complex issues to higher-level support teams as necessary.
• Maintain documentation of issues and solutions for future reference.
• Assist with the setup and configuration of new hardware and software.
• Ensure compliance with IT policies and procedures.

Conocimientos

Customer service

Teamwork

Problem solving

Independence

Educación

Bachelor’s degree in Information Technology

Herramientas

ServiceNow

Office 365

Descripción del empleo

Carhartt, Inc. is seeking a User Support Coordinator in the IT – Infrastructure/Security group. The role is remote, serving as the first point of contact for IT support and handling inquiries about computer systems, software, and hardware.

You will respond by phone, ticket, or email, diagnose issues, log incidents in ServiceNow, and escalate when needed. Additional duties include monitoring dashboards and ensuring IT policy compliance.