**Job Description** **Where** **you’ll** **work: ** Guatemala City, Guatemala **IT & Tech Ops at GoTo** GoTo’s IT & Tech Ops team enables a remote-first, high-performance workplace—powered by state-of-the-art AI technology. We’re dedicated to delivering seamless digital experiences that boost productivity and collaboration for every employee worldwide. By harnessing AI, we automate routine tasks, proactively identify solutions, and open new doors for global teamwork and problem-solving. Join our tech innovators and help reimagine the future of work for our teams and customers. **Your Day to Day:** • Responds to and resolves hardware and software service requests using Ticketing system for local and remote employees. • Provide onsite support at the office. • Maintain documentation as required by management (assets inventory, knowledgebase, solutions etc.) Create documentation, using standard templates, for use by IT support teams and end users; perform content reviews and update as needed. • Configure new computers with standard image and prepare for deployment using Microsoft Intune and JAMF Casper. • Provide internal support for GoTo products • Hands-on experience with Windows 11 /Mac OS environments, computer peripherals, printers, and scanners. Provide support for Outlook, MS Office, One Drive, Windows Defender, Zscaler, web services and other software solutions. **What We’re Looking For** **As a Technical Support Specialist Tier 1, your background will look like:** • 4 years of experience in a helpdesk or technical environment. • Flexibility in schedule • Experience in writing and completing technical and end user documentation. • Excellent problem solving, analytical, verbal, and written communication skills in the everyday environment. • Advanced understanding and application of Service Desk incident management tools. Able to communicate highly technical information as necessary to both technical and non-technical personnel. • Able to manage incidents and tasks within SLAs. • A solid understanding of all major computer operating systems including MacOS and Windows 11. Some Linux knowledge is a plus. • Advanced proficiency in hardware and software troubleshooting. • Understanding of Microsoft Office products, Office 365 for Windows and MacOS. • Advanced network knowledge, Cisco certifications are a plus. **• Light to medium physical exertion, routine bending, and lifting may be required.** **What We Offer** At GoTo, we believe in supporting our employees with a comprehensive range of benefits designed to fit your life—at work and beyond. Here are just some of the benefits and perks you can expect when you join our team: + Comprehensive health benefits, life and disability insurance, and fertility and family-forming support programs + Paid holidays, volunteer time off, and quarterly self-care days and no meeting days + Tuition and reading reimbursement programs to support your continuous learning and professional growth + Thrive Global Wellness Program, Confidential Employee Assistance Program (EAP) + Employee programs—including Employee Resource Groups (ERGs), GoTo Gives, and our charitable matching program—to amplify your connection and impact. At GoTo, diversity and inclusion are key to creating a thriving and dynamic work environment. Our team of GoGetters is driven to learn, explore, connect, and collaborate, valuing the unique perspectives that everyone brings to the table. We take pride in providing our employees with comprehensive benefits, wellness programs, recognition, and opportunities for learning and development worldwide. Our commitment to creating an inclusive space for everyone, regardless of gender, identity, or background, ensures that all team members can contribute to our success and thrive personally and professionally. Learn more. At GoTo, we’re bold enough to imagine a world of work without limits—where curiosity and AI-driven innovation fuel our constant growth. As the leader in cloud communications and IT, we solve real-world challenges through practical, cutting-edge solutions and an unwavering customer-first mindset. Our culture is rooted in inclusion, ownership, and transparency, fueling an environment where every voice contributes to both personal and collective achievement. Here, collaboration sparks bold ideas, and authenticity is celebrated—empowering you to adapt, evolve, and make a real impact. Join GoTo, and help shape the future of work while accelerating your own growth alongside exceptional people who are redefining what’s possible. GoTo, Inc. is committed to providing equal opportunity in employment to all employees and applicants for employment. No employee or applicant shall be discriminated against in the terms and conditions of employment on the basis of race, color, religious creed, gender, sex, pregnancy, religion, marital or domestic partner status, age, national origin, ancestry, physical or mental disability (including AIDS/HIV), medical condition, sexual orientation, gender identity, gender expression, genetic information, military and veteran status, application for or denial of family and medical care leave and/or pregnancy disability leave, or any other basis protected by federal, state or local law or ordinance or regulation. GoTo, Inc. also prohibits discrimination based on the perception that anyone has one of these characteristics or is associated with a person who has or who is perceived as having any of those characteristics.