Associate Help Desk Support Specialist

Summary

Join OpenSesame as an Associate Help Desk Support Specialist and become the first point of contact for resolving technical issues, managing user access, and setting up hardware and software. You will support employee onboarding, maintain support documentation, and ensure smooth daily operations. This remote-first role, based in Mexico or Argentina, is ideal for someone eager to learn and deliver excellent service. OpenSesame prioritizes pay transparency, fairness, and equity. The company is performance-driven and seeks self-starters with a proven track record of success. This role involves progressively increasing responsibilities over the first six months, focusing on resolving IT support tickets, managing user accounts, and contributing to team knowledge sharing.

Requirements

• This is a remote-first role based in Mexico or Argentina
• We're looking for self-starters with a track record of delivering excellent results, and we're highly selective about who we hire
• We don't focus on typical job requirements, instead, we're interested in specific examples from your past experiences

Responsibilities

• Complete onboarding and demonstrate proficiency with OpenSesame’s ticketing system, IT documentation tools, and support workflows
• Shadow hardware and software deployment activities, including workstation setup and user account provisioning
• Resolve at least 20 Tier 1 IT support tickets, ensuring adherence to internal documentation and SLA standards
• Independently resolve an average of 15 IT support tickets per week, handling hardware, software, and login-related issues
• Complete 100% of user account requests within one business day of receipt
• Update at least 3 knowledge base articles or internal documentation resources to reflect current procedures
• Increase to an average of 30 resolved support tickets per week, maintaining a 90% SLA compliance rate for Tier 1 tickets
• Lead at least one IT onboarding session for a new employee, covering essential tools and support processes
• Identify at least one recurring technical issue, document its impact, and propose a prevention or resolution plan
• Sustain an average of 50 resolved support tickets per week, with consistent SLA adherence and positive feedback
• Deliver a peer training session on a key IT tool, application, or support process
• Actively contribute to one internal IT process improvement initiative, such as refining the hardware setup checklist or enhancing the triage system
• Demonstrate full autonomy in managing Tier 1 support, including hardware/software troubleshooting and user lifecycle management
• Serve as a backup for onboarding/offboarding duties and support escalations
• Maintain 100% accuracy in logging and closing tickets in the system, and continue contributing to team knowledge-sharing and documentation

Benefits

We provide competitive and fair compensation to our employees based on their skills, experience, and performance