Desktop Support Technician I in Tijuana at Integon Service Co.

Date Posted: 6/20/2021

Job Snapshot

Job Description

Primary Purpose:

Responsible for the support of end-user desktop, laptop, phone, mobile device hardware, software, and break/fix services. Troubleshoots and repairs computer systems and peripheral equipment. The incumbent will respond to incidents and service requests either in person, by telephone, or via remote access. Provide timely resolution of incidents or escalations on behalf of the customer to appropriate technical staff

Essential Duties and Responsibilities:

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

  • Process level 1  team incidents and service requests
  • Monitor their respective ticket queue and handle tickets to ensure incidents and service requests are addressed in a timely manner, meeting stabish metrics and SLA's
  • Comply with standard processes and procedures 
  • Strong customer service focus to successfully interact with end-users and peer teams
  • Relies on experience and judgment to plan and accomplish goals
  • Commitment to continuous process improvement
  • Interact closely with customers to understand their needs and/or requirements
  • Troubleshoot and resolve tickets within SLAs, related to operations and end-user requests
  • Ability to coordinate with geographically dispersed teams to achieve results
  • Deployment of PCs (adds, moves, changes)
  • Effectively work with PC imaging software such as Ghost and/or SCCM
  • Deployment, management, and support of PCs, peripherals, and mobile devices
  • Maintain working knowledge of remote connectivity software 
  • Analyze, troubleshoot and repair a wide variety of PC problems related to hardware and software
  • Coordinate activities with the service desk, network services, or other IT teams.


Job Requirements

Minimum Skills and Competencies:

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • High school diploma or general education degree (GED)
  • Fully bilingual in English and Spanish
  • High degree of initiative, mature judgment, and discretion
  • Must perform well in high-energy, dynamic, and team-oriented environments
  • Ability to work in a team environment
  • Solid written and verbal communication skills
  • Experience working with an enterprise ticketing system
  • A self-motivated achiever who gains satisfaction from providing excellent customer service
  • Ability to assist other team members in conveying information to business partners
  • Ability to lift and carry computer and computer monitors up to 35 pounds
  • Strong knowledge of Microsoft based operating systems
  • Consistently seeks to develop self and skills needed to be prepared for future opportunities
  • Proficient in Microsoft Office ( Word, Excel, Outlook, PowerPoint)


Desired Skills:

  • Bachelor’s Degree in an IT-related discipline
  • Active Directory knowledge a plus
  • CompTIA IT Certifications a plus
  • ITIL Service Management experience preferred but not essential
  • 1 +years of experience in an IT support environment