Remote User Support Coordinator – IT Help Desk

Carhartt; Santiago de Querétaro; Híbrido; MXN 180.000 - 300.000; Jornada completa

Descripción de la vacante

The User Support Coordinator at Carhartt serves as the first point of contact for IT support across our organization, handling requests via phone, tickets, or email and ensuring prompt resolutions for software, hardware, and system issues.

Based in a hybrid role (remote with some in-office work), you will log incidents in ServiceNow, assist with hardware setups, and uphold IT policies while collaborating with a skilled team in a fast-paced retail environment.

Formación

• 2+ years of help desk 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.
• Proven 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).
• Monitor 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.

Educación

Bachelor’s degree in Information Technology discipline or equivalent experience preferred

Minimum of 2 years combined help desk and/or technical support experience

Exceptional customer service orientation

Team-oriented collaboration

Experience with MS Office (O365) and Windows 10/11

Analytical and problem-solving abilities

Independent work and teamwork

Descripción del empleo

The User Support Coordinator at Carhartt serves as the first point of contact for IT support across our organization, handling requests via phone, tickets, or email and ensuring prompt resolutions for software, hardware, and system issues.

Based in a hybrid role (remote with some in-office work), you will log incidents in ServiceNow, assist with hardware setups, and uphold IT policies while collaborating with a skilled team in a fast-paced retail environment.