Service Desk Level 1 Analyst (Mexico)

Location: Remote; applicants in Mexico only. Schedule: 1st shift, 8 a.m.–5 p.m. CST, Monday through Friday.

Pay rate: 14,000 MXN per month.

Company

hirify.global provides IT services focused on reliable technical support and customer service.

What you will do

• Manage user access as an account administrator and coordinate access-related tickets with Service Desk agents.
• Troubleshoot desktops, laptops, printers, mobile devices, software, and network issues.
• Document user interactions in the ticketing system and escalate issues when needed.
• Deliver timely technical resolutions, follow up with users, and confirm satisfaction.
• Participate in training, certifications, ongoing learning, and service delivery projects.

Requirements

• Applicants must be located in Mexico.
• High school diploma or equivalent required; an Associate or Bachelor’s degree in Computer Science or a related field is preferred.
• 1–2 years of experience in technical support, preferably in a Service Desk environment.
• Proficiency in Windows, Microsoft Office, and basic network troubleshooting.
• Strong customer service, communication, problem-solving, multitasking, and collaboration skills.
• Ability to work independently and follow a Monday–Friday CST schedule.

Nice to have

• HDI Support Center Analyst, ITIL Foundation, or Microsoft 365 Fundamentals certification, or progress toward certification.
• Familiarity with ITIL or similar service frameworks.
• Associate or Bachelor’s degree in Computer Science or a related field.

Culture & Benefits

• Professional development through certifications, training, and career paths.
• Collaborative and respectful team environment.
• Major medical insurance for the employee and immediate family, plus life insurance.
• Savings contribution, pantry vouchers, quarterly and anniversary bonuses, and a Christmas bonus.
• Vacation time, vacation premium, family-related leave, and an ergonomic chair.
• Monthly stipend of 250 pesos for internet and electricity.