Technology Service Desk Analyst

hace 2 días

Ciudad de México, Ciudad de México The American School Foundation A tiempo completo

The Technology Service Desk Analyst provides first- and second-level technical support for ASF employees and students. This role ensures the proper operation of end-user devices, software, network connectivity, and access to institutional technology platforms. The position works closely with the Office of Information Technology (OIT) specialists to diagnose, escalate, and resolve incidents and service requests efficiently.

Key Responsibilities
  • Deliver on-site first- and second-level technical support for end-user devices and software.
  • Support Windows, macOS, iOS, and iPadOS environments, including Office and Google Workspace.
  • Assist users with connectivity to the school network and institutional platforms.
  • Provide first-level support for all school-wide technology platforms.
  • Document, track, and escalate incidents following ITIL-based processes.
  • Collaborate closely with OIT specialists to ensure timely and effective issue resolution.
  • Support basic device management through MDM platforms.
  • Ensure strict adherence to IT policies, procedures, and service standards.
Qualifications & Experience
  • Bachelor's degree in Computer Engineering, Computer Science, or Information Systems (intern or graduate).
  • 1–2 years of experience providing first-level technical support.
  • Advanced English (mandatory).
  • Strong communication, coordination, and collaboration skills.
  • Analytical, proactive, self-motivated, and eager to learn.
  • High sense of urgency and strong customer service orientation.
Technical Skills (Preferred)
  • ITIL Foundations v4.
  • Apple Certified Mac Technician.
  • Microsoft Certified Solutions Associate (MCSA).
  • Experience managing end-user hardware (Windows, macOS, iOS, iPads).
  • Familiarity with MDM tools and endpoint management.

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