Senior Desktop Support Analyst

Job Description: Senior IT Support Analyst / Regional Technical Lead Position Title Senior IT Support Analyst / Regional Technical Lead Location: Mexico City Position Type: Full-Time Role Overview We are seeking a highly skilled and customer-focused Senior IT Support Analyst to join our team. This position plays a key role in supporting deskside operations, managing Windows vulnerabilities, automating processes, and ensuring seamless IT support services across the Latin America region. The ideal candidate is technically proficient, a strong communicator, and experienced in leading regional IT initiatives. Key Responsibilities - Provide expert deskside support including building PCs and troubleshooting Windows OS, drivers, and software issues in a Dell environment using Autopilot and PXE. - Support Microsoft Office 365, with subject matter expertise in SharePoint and Teams end-user support. - Manage account administration tasks including Active Directory, Group Policy, Okta, and remote logon issues. - Deliver excellent support for iPhone email setup and synchronization using Airwatch. - Serve as an escalation point for other desktop support team members. - Handle Windows vulnerability management using RiskSense and Powershell scripting. - Use Hyena for remote system access and troubleshooting (a plus). - Manage ticketing and escalation processes using ServiceNow. - Offer AV meeting room support and troubleshooting, including Cisco VCs, Solstice, and App Space. - Liaise with HQ teams and local AV vendors to resolve AV-related issues. - Provide monthly meeting room reports - Oversee asset lifecycle replacement, including reporting and recycling. - Lead the rollout of tools like Tanium and ControlUp. - Drive process automation using Power Automate and Microsoft Forms. - Open and manage support tickets with Microsoft as needed. Required Skills and Qualifications - Proven experience in Windows desktop support and troubleshooting. - Proficient in Powershell scripting. - Strong knowledge of Microsoft 0365, SharePoint, and Teams. - Experience with Active Directory, Group Policy, and Okta. - Familiarity with mobile device management using Airwatch. - Experience with ServiceNow ticketing system. - Excellent customer service and communication skills. - Ability to build rapport with clients in face-to-face environments. - AV support knowledge including Cisco VCs, Solstice, App Space. - Experience with tools like RiskSense, Hyena (preferred), Tanium, and ControlUp. - Familiarity with process automation tools such as Power Automate and MS Forms.

Location: Ciudad de México, MX

Posted Date: 5/23/2025