Bilingual IT Support / Service Desk Analyst

About the role

We are looking for a bilingual IT Support / Service Desk Analyst to join our Medellín office. The successful candidate will provide first‑ and second‑level technical assistance to end users, ensuring smooth operation of desktops, laptops, mobile devices and Microsoft Office applications.

Key responsibilities

• Deliver first‑ and second‑level support for hardware, software and system issues.
• Troubleshoot desktops, laptops, printers, mobile devices and Microsoft Office suite (Outlook, Excel, Word, Teams).
• Install, configure and maintain computer systems and applications.
• Manage tickets through the service‑desk system, documenting incidents and resolutions.
• Assist users with account setup, password resets and access problems.
• Perform system updates, software installations and basic network troubleshooting.
• Escalate complex issues when necessary and ensure timely resolution.

Required profile

• Minimum 2 years of experience in IT Support, Service Desk or Help Desk roles.
• Strong analytical and problem‑solving abilities.
• Excellent written and verbal English communication skills.
• Ability to work independently and handle multiple tasks efficiently.

Required skills

• Windows operating systems
• Microsoft Office (Outlook, Excel, Word, Teams)
• Active Directory
• Office 365
• Ticketing systems
• Basic networking concepts
• Remote support tools
• Familiarity with ITIL processes