Helpdesk Specialist

International Data Group

1d•Hybrid

About The Position

The Helpdesk Support Specialist is a hands-on technical support role within IDC’s global IT Services Group. The position requires strong knowledge of Windows-based platforms, mainstream computer hardware, and a wide range of software applications. The specialist will work on-site in IDC’s Mexico City corporate office, providing day-to-day support to employees through the IT Help Desk ticketing system. The role is designed for someone who can grow into a key contributor within IDC’s worldwide IT Operations team.

Requirements

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
Strong written and verbal communication skills.
Team player who is a fast learner, able to hit the ground running and be comfortable assisting users while still learning the intricacies of IDG, Inc.
Demonstrated history of customer service and positive interpersonal skills are imperative.
The ability to lift and carry heavy IT equipment is required.

Nice To Haves

The ability to efficiently evaluate technical faults and problems and to prescribe the appropriate remedy and being able to document these remedies is beneficial as well.
Experience working within a collaborative environment with both technical and non-technical colleagues 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.

Responsibilities

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 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 both regional and worldwide technical colleagues in order to provide improved customer 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.