AECOM IT Desktop Support Specialist in San Luis Potosi, Mexico

Requisition/Vacancy No. 144093BR

Position Title IT Desktop Support Specialist

Job Category Information Technology

Business Line Construction Services

Country Mexico

State/Province/Region MEX - San Luis Potosí

City San Luis Potosi

Why Choose AECOM? AECOM is a premier, fully integrated professional and technical services firm positioned to design, build, finance and operate infrastructure assets around the world for public- and private-sector clients. With nearly 100,000 employees — including architects, engineers, designers, planners, scientists and management and construction services professionals — serving clients in over 150 countries around the world, AECOM is ranked as the #1 engineering design firm by revenue in Engineering News-Record magazine’s annual industry rankings, and has been recognized by Fortune magazine as a World’s Most Admired Company. The firm is a leader in all of the key markets that it serves, including transportation, facilities, environmental, energy, oil and gas, water, high-rise buildings and government. AECOM provides a blend of global reach, local knowledge, innovation and technical excellence in delivering customized and creative solutions that meet the needs of clients’ projects. A Fortune 500 firm, AECOM companies, including URS Corporation and Hunt Construction Group, have annual revenue of approximately $19 billion. More information on AECOM and its services can be found at

About the Business Line

Construction Services

Our talented experts are dedicated to managing the complexity inherent in construction projects, catering to each client’s unique needs. We provide services such as program management, construction management and owner’s representation to our clients around the globe.

Job Summary

AECOM is seeking an IT Desktop Support Specialist to be based in San Luis Potosi, Mexico.


The Field Assigned Desktop Support Specialist provides technical support of desktop & laptop computers, applications, peripherals, local area network, servers, telecommunications and related technology at one or more field project sites. Daily responsibilities include creating and responding to assigned Service Desk tickets for the resolution of end-user issues and requests. Support includes software installation and testing of computers and related equipment within established standards and guidelines. Support also includes working with IT Operations support specialists to resolve local issues with servers, network and telecommunications devices. Reporting to the field project management organization, the technician works under remote supervision of the IT Service Delivery Lead utilizing specialized knowledge and technology, identifies, researches and resolves technical issues of low to medium complexity both independently and while working with other IT resources.


• Provide & reinforce customer service expectations when assisting the customer in technical and operational issues.

• Work with IT Services, IT Operations and other IT support teams to identify, research, document and resolve technical problems on supported projects.

• Maintain information in the IT knowledgebase for relevancy and accuracy.

• Deliver excellent technical support with outstanding customer service, satisfaction, and timeliness.

• Manage the assigned ticket queue.

• Provide recommendations to improve the support processes or the delivery of customer service.

• Acts as a mentor to less senior IT staff.

• Participate in the implementation of changes occurring in the IT environment.

• Contributes to team goals and serves as a liaison between the end-user community and the IT department to resolve issues and document resolution for future reference.

• Implement lessons learned based on customer satisfaction surveys.

• Provide hands-on support at assigned field project site(s) and remote support as needed.

• Other project assignments as directed by the field project management team.

• Travel may be required (<25%).

Minimum Requirements

Education/ Experience:

• Bachelor’s degree in Information Technology or other relevant discipline.

• Experience in supporting end-users on field construction and / or operations & maintenance projects.

• Bilingual – English / Spanish, both verbal and written


• Associate’s degree or technical diploma/degree in Information Technology and 4 years of relevant experience in Information Technology support field.

• Experience in supporting end-users on field construction and / or operations & maintenance projects.

• Bilingual – English / Spanish, both verbal and written


• 8 years of Enterprise level IT experience in an administration, support and/or oversight capacity.

• Experience in supporting end-users on field construction and / or operations & maintenance projects.

• Bilingual – English / Spanish, both verbal and written

Preferred Qualifications

Preferred Qualifications

• Detailed knowledge of PC hardware and peripherals.

• Must excellent customer service skills.

• Must have excellent written and verbal communication skills.

• Flexibility to work off-shift coverage, as required.

  • Microsoft, CompTia or HDI Desktop Certification.

• Cisco or CompTia Network Certification.

• Knowledge of the Microsoft System Center Suite.

• Experience supporting cellular technology including Windows Mobile and Apple iOS.

• Experience in set-up and maintenance of satellite communications technology providing both voice and data.

• Experience utilizing Remote Desktop and Active Directory to troubleshoot and resolve tickets.

• Experience in supporting end-users on field construction and / or operations & maintenance projects.

• Experience supporting HP and Xerox printers including MFD’s.

• Experience supporting servers, local area network (LAN) and desktop telecommunications devices.

Additional Information:

  • Qualified applicants who are offered a position must pass a pre-employment substance abuse test

  • This position does not include sponsorship for United States work authorization.

  • Relocation benefits are not available for this position.


What We Offer

AECOM is a place where you can put your innovative thinking and business skills into high gear and work alongside other highly intelligent and motivated people. It's a place where you can apply your skills to some of the world's most challenging, interesting, and meaningful projects worldwide. It's a place that values the diversity of our areas of practice and our people. It's what makes AECOM a great place to work and grow. AECOM is an Equal Opportunity Employer.