Helpdesk Analyst

Turn Your Technical Skills into a High-Impact Healthcare IT Career Helpdesk Analyst (Microsoft Ecosystem) - Hospital Technology Support Schedule: Monday to Friday, 10:00 AM – 7:00 PM (9 AM - 6 PM during Daylight Savings) About Impact Advisors Mexico At Impact Advisors Mexico, we turn passion for healthcare into lasting careers. As part of the Impact Advisors network in the U.S., we partner with leading hospitals and healthcare organizations to enhance clinical, financial, and operational outcomes. Our culture is people‑first, inclusive, and growth‑driven. We believe in empowering our associates through learning, collaboration, and purpose — creating a space where every idea and every individual matters. Together, we deliver solutions that make a Positive Impact in the world of healthcare. Your Path to a High-Impact Healthcare Technology Support Career If you excel at troubleshooting technical issues, supporting end users, and working across the Microsoft ecosystem, this role provides a dynamic pathway into healthcare technology. You will support clinicians and administrative teams across a U.S. hospital network, helping ensure their digital tools function reliably so they can focus on patient care. In this role, you will gain exposure to advanced infrastructure operations, clinical applications, ITIL processes, and cross‑functional collaboration with U.S.‑based infrastructure, networking, and application teams. As you gain expertise, you will have the opportunity to expand into areas such as infrastructure administration, Microsoft platform engineering, or other specialized technical paths across our IT Advisory service line. You’ll build a strong foundation in enterprise systems and receive ongoing support, positioning you for steady growth and increasingly complex responsibilities within the organization. What You’ll Do Enterprise Helpdesk & Microsoft Ecosystem Support Provide first‑ and second‑level support for Windows desktops, laptops, mobile devices, Microsoft 365, Teams, SharePoint, OneDrive, and Outlook. Troubleshoot issues with Active Directory accounts, group policy, permissions, printers, and workstation performance. Respond to tickets in the hospital’s IT service management system, ensuring proper documentation, prioritization, and timely resolution. Communicate clearly with users to gather details, explain fixes, and minimize workflow disruption. Clinical Workflow Support Assist clinicians with access issues, workstation readiness, application connectivity, and everyday operational technology challenges. Ensure devices and workstations used in clinical environments are functioning optimally. Partner with U.S.‑based infrastructure, networking, and clinical application teams to resolve complex issues. Escalate problems appropriately and follow up to ensure resolution. ITIL‑Aligned Support Operations Follow established processes for incident, request, change, and problem management. Maintain accurate records and support continuous improvement efforts across IT operations. Hardware, Imaging & Asset Management Support device imaging, deployment, workstation configuration, and hardware lifecycle refresh efforts. Maintain updated inventory for assigned devices and peripherals. On‑Call & Critical Support Participate in an on‑call rotation to provide after‑hours support for urgent or high‑impact system issues. Respond calmly and professionally during time‑sensitive outages or clinical disruptions. Who You Are Education & Experience Minimum 2-5 years’ experience providing end‑user technical support in an enterprise environment, preferably within healthcare or another fast‑paced operational setting. Strong working knowledge of the Microsoft technology stack: Windows OS, Microsoft 365, Teams, OneDrive, Outlook, Active Directory. Familiarity with basic networking concepts (TCP/IP, DNS, DHCP, VPN, Wi‑Fi troubleshooting). Experience using ticketing systems such as ServiceNow, Cherwell, Jira Service Management, or similar. Ability to interpret technical issues, research solutions, and communicate clearly with both technical and non‑technical users. Ability to work independently and manage multiple priorities simultaneously. Willingness to participate in an on‑call rotation. Preferred Qualifications Experience supporting hospital or clinic environments. Exposure to clinical applications, EHR access workflows, or medical device connectivity. Certifications such as CompTIA A+, Network+, Microsoft 365 Fundamentals, or Azure Fundamentals. Skills & Characteristics Service‑oriented mindset with a commitment to supporting clinicians and patient care. Strong problem‑solving skills and the ability to stay calm under pressure. Excellent communication abilities, especially when translating technical issues for non‑technical users. Detail‑oriented with strong documentation and follow‑through habits. What You’ll Get Law Benefits: 15 days of year‑end bonus (Aguinaldo) 12 days of paid vacation + vacation premium Social security (IMSS) Above‑the‑Law Benefits: MXN $4,000 grocery vouchers monthly Major and minor medical insurance through Sofía Salud 5 vacation days before completing your first year Paid training and continuous mentorship Seniority Level Mid‑Senior level Employment Type Full‑time Job Function Information Technology Industries IT Services and IT Consulting #J-18808-Ljbffr