IT Desktop Support Specialist (Hybrid – Zone 13 / Remote)

About the role

We are looking for an IT Desktop Support Specialist to join TACSA Group Corporation on a hybrid basis, working both remotely and on‑site in Zone 13, Guatemala City. The role focuses on delivering fast, reliable technical assistance to end‑users, maintaining corporate applications, and ensuring smooth network connectivity.

Key responsibilities

• Provide remote and on‑site support using the ServiceNow (SNOW) ticketing platform.
• Install, configure, and maintain corporate telephony tools (Avaya, Genesys Cloud) and Office 365 suite, including Teams and MFA applications.
• Set up and troubleshoot VPN connections (FortiClient) and resolve network issues such as DNS errors, latency, and firewall configurations.
• Manage user accounts, permissions, and group policies in Active Directory and FAC.
• Deploy, monitor, and support Virtual Desktop Infrastructure (VDI) solutions – VMware, Citrix, Webex, and Amazon Appstream.
• Assist with onboarding, equipment provisioning, and replacement for agents.
• Document troubleshooting procedures and keep knowledge‑base articles up to date.

Required profile

• High School Diploma or equivalent (Media diversificada).
• Minimum 1 year of experience in desktop support, help‑desk, or technical support.
• Advanced English proficiency (C1/B2+).
• Availability to work in a hybrid model, attending the office in Zone 13 when required.

Required skills

• ServiceNow / SNOW ticketing systems.
• Active Directory and FAC administration.
• FortiClient VPN configuration.
• Avaya and Genesys Cloud soft‑phone setup.
• Office 365 applications (Word, Excel, Teams) and MFA tools.
• VDI platforms: VMware, Citrix, Webex, Amazon Appstream.
• Network troubleshooting (DNS, latency, firewall).

What we offer

• Competitive salary and statutory benefits.
• Free on‑site parking when working at the Zone 13 office.
• Flexible hybrid work arrangement.
• Continuous training on corporate technologies.
• Career growth opportunities within the IT department.