Information Technology Helpdesk Analyst -Customer

**Job Title: Information Technology Helpdesk Analyst -Customer Service Desk****Work Location**: REMOTE - Mexico RELIABLE INTERNET REQUIRED**Work Hours (From/To): Various shifts and positions available****Pay: $800.00 - $1600.00 USD Monthly includes all applicable and required benefits by law****Reports To (Title)**: Service Desk Manager**Supervision Received**:General Supervision- indicates that the incumbent develops procedures for performance of variety of duties; or performs complex duties within established policy guidelines**ESSENTIAL DUTY(S)**- Ability to provide technical support in English AND in Spanish.- Interface with end-users to provide problem resolution via the telephone andremote desktop support for hardware, software, and other items.- Provide accurate and complete descriptions of problems, inquiries and requestsin a problem management ticket.- Escalate problems and requests according to established procedures.- Research end-user problems to determine root cause.- Provide administrative tasks, such as password resets, permissionmanagement, account creations, remote software installations, etc.- Maintain accountability and ownership of issue/ request tickets.- Provide proactive end-user management notification of problems.- Provide closed looped contact with end-users to verify final solution anddetermine satisfaction level.- Participate in training required to develop and maintain skills necessary tosupport end-users.**NON ESSENTIAL DUTY(S)**- Maintain a high standard of business and ethical conduct with end-user, vendors and employees.- Perform related duties assigned by management.- Follow workplace operating and environmental, health and safety procedures and guidelines.**Minimum Education Requirements**:High School Diploma or GED Equivalent (REQUIRED)A+ Hardware and Software Certifications (DESIRED)N+ (Network, Plus) (DESIRED)MCP Microsoft Certified Professional) (DESIRED)Industry background: Experience in providing technical services to support end-users' computer hardware & software needs. Demonstrated ability to work within a customer service environment.Interviews can be conducted via WhatsApp or a Team's meeting invite can be sent out. Video conferencing is required.For Employment consideration, please provide an introduction cover letter along with salary requirements.Pay: $16,112.00 - $32,224.00 per monthAbility to commute/relocate:- Guadalajara, Jal.: Reliably commute or planning to relocate before starting work (preferred)**Education**:- High school or equivalent (preferred)