Help Desk Technician

Descripción de la oferta

Under the supervision of the Help Desk Manager and working closely with HQ IT and Operations, the Help Desk Technician provides frontline IT support for the Cancun contact center. This role is essential in maintaining day-to-day operations and ensuring all systems are online and ready for agents by the start of business each day.


This position supports approximately 350–400 onsite users and 20–30 remote users at our headquarters, as well as an additional 600–700 users across international sites in the United Kingdom and the Philippines. The Help Desk Technician plays a crucial role in ensuring service continuity, especially during the early hours of operation.
Key Responsibilities


· Assist in maintaining, configuring, and supporting IT infrastructure including desktops, laptops, printers, network equipment, and software applications

· Provide timely technical support to end users, resolving hardware, software, login, and connectivity issues

· Provision and deploy workstations and peripherals for new hires or device replacements

· Support onboarding and offboarding tasks including user account setup, deactivation, and device recovery

· Assist with system and software upgrades, backups, and recovery operations

· Monitor system performance and escalate issues to the HQ team as needed

· Maintain accurate documentation of support activities, hardware inventories, and system configurations

· Participating in IT projects under direct supervision, including the rollout of new technologies

· Ensure adherence to IT security policies and access control procedures

· Support data integrity checks and contribute to disaster recovery planning

· Participate in a rotating weekend on-call schedule to support our end users

· Collaborate closely with the HQ Help Desk, Telecom, and Operations teams for escalations and joint support efforts

Qualifications
Required:

· 1–2 years of experience in a Help Desk, IT support, or technical field services role

· Proficient English speaker and fluent in Spanish (written and verbal)

· Basic understanding of Windows desktop environments and Microsoft 365 support

· Familiarity with IT support workflows and ticketing systems

· Strong customer service and troubleshooting skills

· Ability to communicate clearly and document technical steps and resolutions

· Must be able to work onsite during morning operational hours

Preferred:

· Associate’s degree in information technology, computer science, or a related field

· Experience with Azure Active Directory and Microsoft 365 administrative tools

· Experience with CXone or other contact center technology platforms

· Exposure to ITSM/ticketing tools like NinjaOne, Zendesk, or Jira

· Familiarity with basic network troubleshooting and endpoint imaging

· Understanding of Agile/Scrum workflows or participation in project-based support teams

Physical Requirements

· Prolonged periods of sitting at a desk and working on a computer, typically in a cubicle environment (constant noise, fluorescent overhead lighting)

· Ability to be routinely exposed to equipment operational noise, heat, cold and dust

· Adequate ability to stand, sit, squat, walk, bend, move, stretch for prolonged time periods with no restrictions, as required by job duties

· Work safely and professionally while adhering to all regulatory requirements: OSHA, EPA, State, and Federal regulations, etc. (su equivalente a Normas Oficiales Mexicanas)

· Comprehend and adhere to management directions and/or safety instructions with no restrictions

· Effective communication in a business environment

· Pull, push, carry, lift or move items up to 50lbs throughout the work shift without assistance, as required by job duties

· Ability to independently transport, install, and maintain various equipment, such as computers, printers and monitors. This includes the capability to maneuver in positions like lying down, crawling, stooping, and bending to fully set up and service equipment at different workstations

About ONE
Welcome to ONE! While we’re headquartered in sunny Arizona, we’ve always got travel on our minds. We’re in the business of creating transformational technology and business solutions using our decades of expertise creating unique programs and products combined with next generation technology. With over 30 years of experience with some of the world’s most respected brands in the travel, finance, entertainment, technology, education, and retail industries, we’re a leader in the loyalty travel solutions space.

Join us and get ready to grow with us! Our passionate and talented team members encourage a collaborative work environment where ideas and innovation have no limit. We’re always looking for awesome new people to come aboard!

We hope to welcome you to the team soon!

ONE is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

Requerimientos

• Educación mínima: Educación media superior -Bachillerato General
• 2 años de experiencia
• Idiomas: Inglés

Palabras clave: ayuda, help, auxilio, mostrador, desk, expositor, exhibitor, tecnologo, tecnico, tech, technician, technology, tecnologia, technologist

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With decades of experience, the team at ONE has mastered revolutionary, loyalty-based rewards programs that offer your members exceptional value across travel, hospitality, vacation ownership, and retail markets globally.