Overnight IT Helpdesk - Mexico at J.S. Held in Mexico, New York

Job Description:

Technology Support Analyst I


The Company


Are you looking to join an organization that is growing and dynamic? What about a high-energy, collaborative environment that rewards hard work?


J.S. Held is a global consulting firm that combines technical, scientific, financial, and strategic expertise to advise clients seeking to realize value and mitigate risk. Our professionals serve as trusted advisors to organizations facing high-stakes matters demanding urgent attention, staunch integrity, proven experience, clear-cut analysis, and an understanding of both tangible and intangible assets.


The firm provides a comprehensive suite of services, products, and data that enable clients to navigate complex, contentious, and often catastrophic situations.



The Team And Job Summary


We are seeking an overnight Help Desk Tier 1 Analyst to join our Information Technology team. This individual will be the first point of contact for support to our internal users, responsible for troubleshooting technology-related issues. The main tasks include handling basic technical issues, such as password resets, network connectivity, and software installation. They are responsible for providing initial support to end-users and troubleshooting simple problems.


Overnight Shift


Monday - Friday (flexibility for weekends) from 12 am - 8:00 am United States Eastern Time Zone


Job Responsibilities

• Troubleshooting problems and providing immediate resolution, or performing additional research as needed to resolve issues.


• Performing root cause analysis and developing checklists for typical problems and recommending procedures and controls for problem prevention.


• Creating and managing detailed tickets documenting requests, troubleshooting, and resolution of incidents and requests.


• Escalate as it fits the situation to Tier II agents or as per Tier I Lead instructions.


• Handle provisioning and deprovisioning activities for accounts and access, onboarding, and terminations related activities.


• Comply with defined SLAs, response times, and quality guidelines.


• Elaborate thorough hand-off documentation as required for other shifts' awareness.
  
  
  
  

Required Qualifications

• You must have a minimum of 2 to 3 years of experience in a direct end-user support role.


• This position requires a highly motivated individual - you must be proactive, enthusiastic, agile, and show initiative.


• Knowledge of Microsoft Office 365 (Outlook, Excel, Word)


• Knowledge of Microsoft Windows 10/ Windows 11


• Knowledge of Microsoft Azure


• Knowledge of Cloud-based storage systems


• Experience with Microsoft 365 Admin Center and Intune


• Knowledge of Adobe Cloud products


• Experience with FreshService or comparable ticket tracking system
  
  
  
  

Preferred Qualifications

• Knowledge of ITIL


• Bachelor's degree


• Cyber Security knowledge a plus
  
  
  
  

We welcome applications from individuals with disabilities. If you are an individual with a disability and would like to request a reasonable adjustment in relation to any of the above, please email jobs@jsheld.com and include "Applicant Adjustment" within the subject line with your request and contact information.


Some of the Benefits We Have Include


J.S. Held understands all of our employees are people and sometimes life needs flexibility. We work to always provide an environment that best supports and suits our team's needs.

• Our flexible work environment allows employees to work remotely when needed


• Generous Annual Leave Policy


• Supplemental medical insurance (medicina prepagada)
  
  
  
  

Other Duties


Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.


By submitting your application, you acknowledge that you have read the J.S. Held Online Privacy Notice and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as required and described therein. California residents can click here to learn more about the personal information we collect and here to learn about additional privacy rights that may be available.



Please Explore What We're All About At Www.jsheld.com.


EEO and Job Accommodations


We embrace diversity and our commitment to building a team and environment that fosters professional and personal enrichment is unwavering. We are greater when we are equal!


J.S. Held is an equal opportunity employer that is committed to hiring a diverse workforce. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.


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