Senior IT Service Desk Professional

About the role

The Senior IT Service Desk Professional joins GoTo’s GTIT & Tech Ops team to deliver fast, reliable support for both local and remote employees. You will use AI‑enhanced tools to resolve hardware and software issues, maintain accurate documentation, and help shape the future of digital workplace experiences.

Key responsibilities

• Respond to and resolve hardware and software service requests via the ticketing system for on‑site and remote staff.
• Provide on‑site support at the Guatemala City office, including troubleshooting peripherals, printers, and scanners.
• Maintain and create documentation (asset inventory, knowledge‑base articles, solution guides) using standard templates.
• Configure new computers with standard images and deploy them using Microsoft Intune and JAMF Casper.
• Offer internal support for GoTo products and assist with Outlook, Microsoft 365, OneDrive, Windows Defender, Zscaler, and other web services.

Required profile

• Minimum 4 years of experience in a help‑desk or technical support environment.
• Flexibility in schedule and ability to manage incidents within SLA targets.
• Proven experience writing clear technical and end‑user documentation.
• Strong analytical, verbal and written communication skills.
• Solid knowledge of macOS, Windows 11, and basic Linux concepts.
• Advanced troubleshooting of hardware and software, plus familiarity with network fundamentals; Cisco certifications are a plus.

Required skills

• Microsoft Intune
• JAMF Casper
• Windows 11
• macOS
• Outlook
• Microsoft Office / Office 365
• OneDrive
• Windows Defender
• Zscaler
• Ticketing system
• Linux (basic)
• Cisco (certifications optional)

What we offer

• Comprehensive health benefits.
• Generous paid time off, including holidays, volunteer days, and quarterly self‑care days.
• Tuition reimbursement and access to instructor‑led and on‑demand learning programs.
• Wellness initiatives such as a confidential Employee Assistance Program, wellness app, and one‑on‑one coaching.