Senior IT Service Desk Professional

Job description

Where you’ll work: Guatemala City, GU, GT IT & Tech Ops at GoTo GoTo’s IT & Tech Ops team enables a remote-first, high-performance workplace—powered by state-of-the-art AI technology. We’re dedicated to delivering seamless digital experiences that boost productivity and collaboration for every employee worldwide. By harnessing AI, we automate routine tasks, proactively identify solutions, and open new doors for global teamwork and problem-solving. Join our tech innovators and help reimagine the future of work for our teams and customers. Your Day to Day: • Responds to and resolves hardware and software service requests using Ticketing system for local and remote employees. • Provide onsite support at the office. • Maintain documentation as required by management (assets inventory, knowledgebase, solutions etc.) Create documentation, using standard templates, for use by IT support teams and end users; perform content reviews and update as needed. • Configure new computers with standard image and prepare for deployment using Microsoft Intune and JAMF Casper. • Provide internal support for GoTo products • Hands-on experience with Windows 11 /Mac OS environments, computer peripherals, printers, and scanners. Provide support for Outlook, MS Office, One Drive, Windows Defender, Zscaler, web services and other software solutions. What We’re Looking For As a Senior IT Service Desk Professional, your background will look like: • 4 years of experience in a helpdesk or technical environment. • Flexibility in schedule • Experience in writing and completing technical and end user documentation. • Excellent problem solving, analytical, verbal, and written communication skills in the everyday environment. • Advanced understanding and application of Service Desk incident management tools. Able to communicate highly technical information as necessary to both technical and non-technical personnel. • Able to manage incidents and tasks within SLAs. • A solid understanding of all major computer operating systems including MacOS and Windows 11. Some Linux knowledge is a plus. • Advanced proficiency in hardware and software troubleshooting. • Understanding of Microsoft Office products, Office 365 for Windows and MacOS. • Advanced network knowledge, Cisco certifications are a plus. • Light to medium physical exertion, routine bending, and lifting may be required. What We Offer At GoTo, we care about helping our people succeed at work and feel supported in life. Our employee benefits and programs are designed to support your well-being, growth, and sense of belonging. Here's what you can expect as part of our team: Comprehensive health benefits Generous paid time off, including paid holidays, volunteer days, quarterly self-care days, and company-designated no-meeting days Tuition reimbursement and access to instructor-led and on-demand learning and development programs The Thrive Global Wellness Program, a confidential Employee Assistance Program (EAP), a wellness app and one-on-one wellness coaching Employee-led communities and programs, including Employee Resource Groups (ERGs), GoTo Gives, and charitable matching We work hard to create an environment where everyone feels welcome, respected, and able to contribute. Building a culture of belonging isn't just something we talk about - it's part of how we work every day. Specific benefits and offerings may vary by country in line with local regulations and market practices. At GoTo, you’ll find the flexibility, resources, and support you need to thrive—at work, at home, and everywhere in between. You’ll work towards a shared goal with an open-minded, cohesive team that’s greater than the sum of its parts. We’re committed to creating an inclusive space for everyone, because we know unique perspectives make us a stronger company and community. Join us and be part of a company that invests in your future, where together we’ll Be Real, Think Big, Move Fast, Keep Growing, and stay Customer Obsessed. Learn more.