Helpdesk - Technical Support L1/L2 - Guadalajara, Mexico

MissionHires is seeking a Helpdesk - Technical Support Analyst L1/L2 to respond to and resolve customer and internal user issues via phone, email, and remote tools. You will set up and support laptops and peripherals, maintain asset inventories, document all work in the ticketing system, and contribute to our knowledge base. This role requires strong troubleshooting skills with PCs (HP hardware), operating systems, and common software, as well as clear communication and thorough documentation.

• Respond to customer and internal user requests via phone, email, and electronic channels
• Analyze, troubleshoot, and resolve incidents using established procedures (remote and in-person)
• Set up, configure, and maintain laptops and equipment for new hires, office moves, and visiting staff
• Assist with AV and conference room technology setup and support
• Document all work in the firm’s ticketing system and contribute to the Knowledge Base
• Maintain, track, and manage IT assets, peripherals, and loaner equipment
• Provide feedback to management on potential tool and process enhancements
• Participate in regular staff meetings and the escalation management process
• Create, maintain, and manage client process documentation; ensure complete, thorough call documentation
• Provide phone coverage for technical services (internal and external); assign and follow up on return authorizations for parts
• Collaborate with all departments, communicate issues/concerns, and document problem resolutions
• Perform additional tasks related to managing incoming technical service calls

• High school diploma or equivalent required

• 1-year certificate from college/technical school; or 3–6 months related experience/training; or equivalent combination of education and experience

• Broad experience supporting PCs (HP hardware), operating systems, and common software

• Proven ability to set up, configure, and maintain laptops and related peripherals

• Experience with remote troubleshooting and incident resolution

• Familiarity with AV and conference room technology support

• Ability to document work thoroughly in a ticketing system and contribute to knowledge bases

• Experience maintaining and tracking IT assets and loaner equipment

• Strong communication skills and participation in escalation processes and team meetings

• Ability to create and maintain process documentation and provide complete support call records

• Customer-centric mindset with strong problem-solving, follow-up, and collaboration skills

• Bilingual English / Spanish - Fluent

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