Help Desk Systems Technician – Rionegro, Antioquia

About the role

The Help Desk Systems Technician provides first‑line support to end users in Rionegro, Antioquia. Working under guidance, the role focuses on restoring functionality, troubleshooting issues, and ensuring service requests are fulfilled while adhering to Service Desk policies.

Key responsibilities

• Assist first‑line users by guiding them through steps to restore functionality.
• Troubleshoot hardware, software and network connectivity issues using remote‑access tools.
• Escalate complex problems to second‑ and third‑level resolver teams.
• Coordinate and fulfill end‑user service requests, including software installations and user‑administrative tasks.
• Manage tickets through to closure while keeping users informed of status and progress.
• Contribute to the Service Desk knowledge base and support continuous improvement.
• Participate in special projects as assigned and ensure compliance with Service Desk policies and security procedures.

Required profile

• High School diploma or GED.
• Less than 1 year of experience in a similar support role.
• Ability to follow guidance and perform routine support duties.

Required skills

• Remote access tools for troubleshooting.
• Hardware troubleshooting.
• Software troubleshooting.
• Network connectivity troubleshooting.