.Aug 20, 2024 - The Trevor Project is hiring a remote Technology Support Analyst. Salary: mxn 18-22k mo. Location: Mexico.Job Title: Technology Support Associate US / Technology Support Analyst MXLevel: MX AnalystHours: Full time (9-6 CST. Monday to Friday)Location: México (remote)Salary Range: MXN 18-22k moOverview:Every day, and in every role, our staff contribute to our critical mission of ending suicide among lesbian, gay, bisexual, transgender, queer & questioning young people, while fostering an inclusive approach to their direct work and engagement with Trevor colleagues across the organization.The Technology Support Analyst will be part of a 24/7 team that provides world-class platform monitoring and Tier I/Tier II technical support to our life-saving staff, volunteers, and the users of our services. This individual will triage incoming support requests resolving issues when possible and escalating to the appropriate persons when needed. The Technology Support Associate will partner closely with other members of the Technology Team to complete tasks on exciting projects that will drive innovation and improve the user experience at The Trevor Project.Who You Are:Experienced. You have experience working in a technology helpdesk role. You have macOS, Salesforce, and Google Workspace experience for at least 1 year.Collaborative. People look to you to explain complex concepts in a way that they can understand, regardless of their technical acumen.Perpetual Learner. You are energized by learning about new topics and have a track record of quickly learning new technologies.Detail-oriented. You understand that paying attention to small details can have a massive impact on the organization.Innovative. You stay up-to-date on the latest research in tech and approach problem-solving with practical methods.Empathetic. You care about the wellbeing of LGBTQ+ youth and respect those around you.User-centric. You oversee operations that prioritize user experience alongside efficiency.Self-motivated. You are motivated to do your best work each day.Strong 100% Bilingual Communicator. You have strong verbal and written communication skills in English and Spanish.Passionate. You care about LGBTQ+ youth and want to make a difference.Fun. You know how to have a good time while doing serious work.What You'll Do:Provide Tier I and Tier II technical support to staff, volunteers, and users of our services.Draft knowledge articles for new and resolved issues.Support during onboardings and offboardings, ensuring equipment is accounted for.Provide preliminary diagnosis and triaging for technical incidents.Execute the complete problem-solving process, from isolation to resolution.Support and train users during the deployment of new technologies or features.Communicate with team and stakeholders during incidents.Occasionally translate documentation and deliver training orientations.Complete individual tasks as part of larger technology projects
