Desktop Support Specialist II

TTI, Inc., is in search of a Desktop Support Specialist II, located in Guadalajara, Mexico; this role operates with minimal supervision and is responsible for supporting end-user desktops, laptops, mobile devices, collaboration technologies, software, and peripherals, as well as the endpoint and peripheral technology used across warehouse and distribution operations. This role ensures timely resolution of incidents, requests, and escalations while maintaining endpoint security, compliance, and operational standards. The position serves as a key resource for endpoint management activities, Microsoft Intune administration, warehouse technology support, and first-level network troubleshooting within Mexico. This role also contributes to knowledge management, process improvement, and endpoint lifecycle initiatives. The role works with limited supervision within established policies, procedures, service-level expectations, and compliance requirements. This position is 100% onsite and local travel is required between locations.

What our Desktop Support Specialist II do:

• Endpoint Management Manage Microsoft Intune enrolled devices including provisioning, deployment, troubleshooting, and retirement activities.
• Application Deployment Deploy and support applications.
• Endpoint Troubleshooting Provide advanced support for Windows devices, peripherals, operating systems, Office 365 applications, mobile devices, and endpoint connectivity issues.
• Endpoint Compliance Monitor endpoint compliance status, investigate policy failures, assist with remediation efforts, and ensure devices adhere to Information Systems security standards and best practices.
• Windows Autopilot & Device Lifecycle Support endpoint provisioning, imaging, deployment, retrieval, hardware refreshes, inventory management, and lifecycle activities for all supported endpoint devices.

• Warehouse & Distribution Technology Support warehouse workstations, industrial PCs, mounted terminals, and shared-use devices on the distribution floor. Troubleshoot device-to-warehouse management and ERP system connectivity, and partner with warehouse operations leadership to prioritize and resolve production-impacting outages.

• Scanning & Mobile Computing Devices Install, configure, and troubleshoot barcode scanners and mobile computers, including handheld, wearable, and vehicle-mounted units. Support terminal emulation profiles, wireless configuration, firmware updates, and battery and charging infrastructure.

• Warehouse Printing Technology Support label and document printers including thermal, laser, and industrial print engines. Perform driver installation, print server and queue management.

• Issue Trending & Reporting Identify recurring issues, monitor endpoint trends, communicate findings to leadership, and recommend improvements that increase stability and reduce ticket volume.

• Project Participation Participate in endpoint modernization projects, hardware refresh initiatives, application deployments, process improvements, and technology implementations.

What we look for:

• High School Diploma/GED or equivalent required. Degree in a related field preferred.
• 3+ years of related experience required, including demonstrated experience supporting warehouse, manufacturing, or distribution technology.
• Bilingual English/Spanish proficiency is required with excellent verbal and written communication skills in English & Spanish.
• Strong knowledge of IT Service Management principles and Desktop Support processes.
• Experience with ServiceNow or a comparable IT service management platform.
• Strong working knowledge of Active Directory, Microsoft Entra ID, multifactor authentication (MFA), Microsoft 365, Windows 11, Exchange Online/Outlook, Microsoft Intune, networking concepts, and endpoint technologies.
• Experience using AI tools, such as Microsoft Copilot, to support productivity, analysis, knowledge development, and service improvement.
• Working knowledge of TCP/IP fundamentals, DHCP, DNS, VLANs, wireless troubleshooting, and structured cabling practices.
• Hands-on experience supporting enterprise barcode scanning and industrial printing hardware, such as Zebra or Honeywell devices.
• Familiarity with warehouse management or ERP system connectivity from the endpoint and device perspective.
• Excellent customer service, coaching, analytical, troubleshooting, communication, and problem-solving skills.
• Ability to prioritize multiple assignments, remain calm under pressure, analyze operational trends, and work with limited supervision.
• Experience with SOPs.

What we offer our team members:

• 13% Savings Fund.
• 30 days Christmas bonus.
• Food Vouchers $2,500 MXN monthly.
• 12 vacation days after the first year.
• 40% of vacation prime.
• Major Medical Insurance coverage for employee and dependents.
• Life Insurance coverage for employee.
• Hybrid work model.
• Ongoing training throughout your employment with opportunities to participate in professional and personal development programs.
• Great culture and opportunities for growth and advancement.

Want to learn more?  Visit us at Working at TTI, Inc.