Job description
About OpenSesame
While it appears to most people that we just sell training courses (over 40,000 of them), what we really offer is the opportunity for companies to upgrade the skills of each of their employees. In fact, we have strategic partnerships with 150+ Global2000 companies who rely on our training programs to develop the world’s most productive and admired workforces.
www.opensesame.com/about.
About the Team
The IS team at OpenSesame keeps our employees productive by providing responsive, high-quality technical support. We work across the organization to resolve issues quickly, manage systems efficiently, and continuously improve the employee technology experience. Our team values collaboration, customer focus, and reliability.
About the Job
As an Associate Help Desk Support Specialist, you’ll be the first point of contact for resolving technical issues, managing user access, and setting up hardware and software. You’ll support employee onboarding, maintain support documentation, and help ensure smooth day-to-day operations. This is a great role for someone eager to learn and deliver excellent service in a fast-paced environment.
Performance-Based Objectives
Within 30 Days
- Complete onboarding and demonstrate proficiency with OpenSesame’s ticketing system, IT documentation tools, and support workflows.
- Shadow hardware and software deployment activities, including workstation setup and user account provisioning.
- Resolve at least 20 Tier 1 IT support tickets, ensuring adherence to internal documentation and SLA standards.
Within 60 Days
- Independently resolve an average of 15 IT support tickets per week, handling hardware, software, and login-related issues.
- Complete 100% of user account requests within one business day of receipt.
- Update at least 3 knowledge base articles or internal documentation resources to reflect current procedures.
Within 90 Days
- Increase to an average of 30 resolved support tickets per week, maintaining a 90% SLA compliance rate for Tier 1 tickets.
- Lead at least one IT onboarding session for a new employee, covering essential tools and support processes.
- Identify at least one recurring technical issue, document its impact, and propose a prevention or resolution plan.
Within 120 Days
- Sustain an average of 50 resolved support tickets per week, with consistent SLA adherence and positive feedback.
- Deliver a peer training session on a key IT tool, application, or support process.
- Actively contribute to one internal IT process improvement initiative, such as refining the hardware setup checklist or enhancing the triage system.
By 6 Months
- Demonstrate full autonomy in managing Tier 1 support, including hardware/software troubleshooting and user lifecycle management.
- Serve as a backup for onboarding/offboarding duties and support escalations.
- Maintain 100% accuracy in logging and closing tickets in the system, and continue contributing to team knowledge-sharing and documentation.
Location: This is a remote-first role based in Mexico or Argentina.
Performance Driven: We’re looking for self-starters with a track record of delivering excellent results, and we’re highly selective about who we hire. We don’t focus on typical job requirements, instead, we’re interested in specific examples from your past experiences.
Pay Transparency: At OpenSesame, we prioritize pay transparency, fairness, and equity to create a positive and inclusive work environment, regularly reviewing our compensation practices to align with our values and goals. We provide competitive and fair compensation to our employees based on their skills, experience, and performance
