Help Desk Support Specialist (Mexico)

About OpenSesame

OpenSesame is disrupting the workforce development industry, leveraging an AI-powered marketplace of more than 50,000 skills courses, complemented by assessments, content authoring, curation, personalized learning pathways, and virtual coaching. eLearning is delivered seamlessly through existing enterprise systems and in the flow of work. More than 2,000 companies, including 150+ of the Global2000, rely on OpenSesame to develop the world’s most productive and admired workforces.

www.opensesame.com/about.

About the Team

The IT team at OpenSesame keeps our employees productive by providing responsive, high-quality technical support. We work across the organization to resolve issues quickly, manage systems efficiently, and continuously improve the employee technology experience. Our team values collaboration, customer focus, and reliability.

About the Job

As a Help Desk Support Specialist, you’ll be the first point of contact for investigating, troubleshooting, and resolving technical issues, managing user access, and setting up hardware and software. You’ll support employee onboarding, maintain support documentation, and help ensure smooth day-to-day operations across a primarily remote workforce.

This role requires strong communication skills, attention to detail, ownership of issues through resolution, and the ability to support non-technical users in a fast-paced environment. Success in this role depends on the ability to independently gather information, follow a structured troubleshooting process, and provide clear documentation and communication throughout the support lifecycle. The ideal candidate is comfortable working through ambiguity, identifying root causes, and performing thorough investigation before escalating issues when appropriate.

Performance-Based Objectives

Within 30 Days

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 defined SLA standards.

Demonstrate effective ticket documentation, including accurate issue descriptions, troubleshooting notes, and resolution details.

Within 60 Days

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.

Demonstrate consistent troubleshooting methodology by gathering complete diagnostic information, documenting investigation steps, and identifying likely causes before escalation.

Update at least 3 knowledge base articles internal documentation to reflect current procedures and reduce repeat support requests.

Within 90 Days

Increase to an average of 30 resolved support tickets per week, maintaining a 90% SLA compliance rate for Tier