IT Support Analyst

You will provide Level 1–2 onsite IT support for the Mexico City office, resolving hardware, software, account, connectivity, and office-technology issues. You will manage identity access, device lifecycle activities, Microsoft 365 administration, service-desk tickets, inventory, vendors, licenses, purchasing, and technical documentation while escalating complex issues with clear evidence.

Responsibilities

• Provide Level 1–2 onsite support for the Mexico City office
• Resolve common software, hardware, access, and connectivity issues on macOS and Windows
• Escalate Level 2 issues with summaries, steps taken, and evidence
• Handle password and MFA resets, account unlocks, and Okta group and app assignments
• Run onboarding and offboarding checklists
• Prepare, enroll, wipe, and reassign Mac and Windows laptops
• Maintain accurate asset inventory and spare devices
• Administer Microsoft 365 licenses, shared mailboxes, and distribution groups
• Troubleshoot Outlook, Teams, OneDrive, Slack, Zoom, and Notion issues
• Maintain Zoom Rooms, AV, Wi-Fi, printers, guest Wi-Fi, and loaner equipment
• Support badges, doors, and cameras with Security and Facilities
• Track licenses, renewals, vendors, warranties, purchases, deliveries, and invoices
• Manage the Unthread ticket queue and document help articles and checklists

Requirements

• 3+ years of IT Support, Service Desk, or Help Desk experience
• Ability to work onsite from the Mexico City office
• Hands-on experience with Okta or a comparable identity provider
• Hands-on macOS and Windows device management in an MDM
• Microsoft 365 user administration and troubleshooting experience
• Service-desk ticket-queue and help-documentation experience
• Experience with video conferencing, printers, and first-level Wi-Fi and network troubleshooting
• Experience tracking software licenses, renewals, and hardware purchases
• Knowledge of Slack, Zoom, Notion, macOS, and Windows
• Fluent written and spoken English and Spanish

Benefits

• Flexible working hours and workplace
• Open vacation policy