IT Technician I

IT Technician I

Job Category: Information Technology

Requisition Number: ITTEC005014

Posted: March 17, 2025

Full-Time

Location: Monterrey San Pedro Garza Garcia, NL 66265, MEX

Job Details

Description

Common and Baseline Responsibilities

• Resolving helpdesk issues and providing IT maintenance/support for a studio.
• Close relationship with studio/regional Operations Director and Managing Directors group.
• Shows initiative and ability to work well independently and with others.
• Exhibits strong organization, attention to detail, and time management skills.
• Able to pivot and have a "hands-on" working style.
• Provide technical support and troubleshoot assistance to clients via phone, email, chat or in person.
• Diagnose and resolve hardware, software, and network-related issues in a timely and efficient manner.
• Receive, prioritize, and manage service requests from internal clients.
• Communicate with clients in a professional and friendly manner, actively listening to their concerns and providing clear and concise instructions and guidance.
• Escalate complex or critical incidents to appropriate technical teams and follow up to ensure prompt resolution has been met. Communicate incident updates to clients and provide status reports as needed.
• Contribute to the knowledge base and share best practices to enhance overall efficiency.
• Assist in managing IT assets including hardware and software inventory, license tracking, and equipment deployment. Coordinate with procurement and vendors for timely replacements and repairs.
• Conduct training sessions and provide orientation as needed.
• Stay updated on emerging technologies and trends to recommend innovative solutions.
• Reports to the IT Services Manager and/or Director of IT Services.

High-level Summary of Critical, Baseline Technical Skills and Certifications

Proficiencies

• Excellent customer service skills
• Analytical skills
• Excellent verbal and non-verbal skills
• Communicating with large and small groups
• Training and new employee orientation

Software

• Basic proficiency in using and basic proficiency in administering:
• Windows desktop operating systems
• Mac OSx systems
• iOS devices
• Microsoft Teams
• PC and Laptop Hardware
• Ticketing systems
• Audio Visual systems

Licensure/Certifications/Education

• An associate or bachelor's degree in computer technology or related field or equivalent experience is preferred.