IT Help Desk Technician

About the role

We are seeking an IT Help Desk Technician to join our Global IT team at Trax by FORM. As the first point of contact for internal users, you will ensure employees across our worldwide offices have the tools, access, and support they need to work efficiently.

Key responsibilities

• Provide first‑line support by responding to internal help‑desk tickets and resolving hardware, software, and account issues.
• Manage Microsoft 365 and Azure Active Directory, handling user provisioning, de‑provisioning, and access management.
• Administer collaboration tools such as Jira, Confluence, Zoom, Slack, and other cloud‑based applications.
• Prepare, configure, deploy, repair, and replace laptops, peripherals, and other IT equipment.
• Support employees in global offices both remotely and on‑site, including endpoint security and device‑management processes.
• Communicate planned maintenance, service interruptions, and incident updates to staff.
• Create and maintain IT documentation, knowledge articles, and onboarding materials.
• Coordinate asset inventory, equipment shipments, and procurement of new devices.
• Host onboarding sessions and office hours for new hires to ensure a smooth first day.

Required profile

• Experience supporting Windows and macOS environments for an organization of 50+ users.
• Hands‑on experience with Microsoft 365 and Azure AD administration.
• Familiarity with endpoint troubleshooting, software installation, and basic networking concepts (DNS, VPN).
• Experience administering collaboration platforms such as Jira, Confluence, Slack, and Zoom.
• Strong customer‑service mindset and ability to communicate with technical and non‑technical users.
• Excellent problem‑solving skills and ability to prioritize multiple requests.
• Fluent in English and Spanish, both written and spoken.

Required skills

• Windows
• macOS
• Microsoft 365
• Azure Active Directory
• Jira
• Confluence
• Zoom
• Slack
• Endpoint security
• Device management
• DNS
• VPN

What we offer

• Hybrid work model with up to two days onsite per week in Mexico City.
• Opportunity to work with modern cloud technologies and enterprise collaboration tools.
• Collaborative international team and supportive culture.
• Opportunities for learning, growth, and technical skill expansion.
• Competitive compensation and comprehensive benefits package.