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Service Desk Analyst - Help Desk Job

Date: Mar 15, 2023

Location: Mexicali, BCN, MX, CP 21385

Company: PACCAR

We are looking for a high energy contributor who is willing to work in a dynamic, fast-paced environment and wants to make a significant difference for our business. This position provides technical support for our internal customers. Responsibilities include initial assessment, triage, research, and resolution of incidents for PACCAR Enterprise Applications and Infrastructure.
  • Performing 1st level diagnosis and communicating incident resolutions including documentation
  • Escalating complex incidents to 2nd level support teams
  • Following through on high priority incidents to ensure timely documented updates
  • Managing Incident Reports in accordance with Service Management processes
  • Ability to assess, triage and resolve technical issues
  • Training tea members to handle new project implementation incidents
  • Create support instructions for new projects
  • Maintain Knowledgebase and other internal processes and procedures
  • Support deployed system(s)
  • Perform other duties as assigned
  • Able to work flexible hours on request


A minimum of 2 years of experience in an IT Service Desk environment handling, escalating, and resolving IT systems, applications and operational problems is required. Qualified candidates must be flexible and able to work a 6:00am to 3:00pm (PDT).


Candidates must have:

  • Proven problem solving and troubleshooting skills
  • Ability to work effectively within a team environment
  • Knowledge of PC OS systems; hardware and software
  • Demonstrated analytical skills
  • Ability to effectively communicate both verbally and in writing
  • Customer Service oriented
  • Strong analytical & organization skills
  • Possess effective listening skills
  • Proven ability to multi-task and stay organized
  • Conceptual understanding of LAN/WAN network infrastructure, Mainframe and AS400
  • Fluent in speaking, writing, and reading in English



  • Bachelor’s Degree in Computer Science, Information Systems desired or equivalent experience required.
  • IT Technical Certification (MCP, MCSE or MCSA) desired.


  • This position is 100% phone support in an office/desk work setting. Manual dexterity is required.           

Job Segment: Help Desk, Information Technology, Computer Science, Service Desk, Mainframe, Technology, Customer Service