Help Desk Technician Level 1

About the role

The Help Desk Technician Level 1 provides first‑line technical assistance to end users across multiple Colombian cities. Working remotely, you will troubleshoot hardware, software and network issues, ensuring timely resolution and high customer satisfaction.

Key responsibilities

• Install and configure computer hardware and software.
• Set up, maintain, and support user accounts and password management.
• Troubleshoot network connectivity problems.
• Provide technical support via phone and email.
• Document incidents, troubleshooting steps and resolutions.
• Gather and analyze user‑reported issue information.
• Participate in on‑call rotations and handle weekend support as required.

Required profile

• Customer‑service oriented with strong communication skills.
• Effective problem‑solving abilities and attention to detail.
• Organized, able to work in a fast‑paced support environment.
• Flexible availability for on‑call duties.
• High school diploma or technical degree (SENA or related).
• 1‑2 years of experience in technical or help‑desk support.

Required skills

• Hardware Installation and Configuration
• Software Installation and Configuration
• User Account Administration
• Password Management
• Network Troubleshooting
• Connectivity Support
• Help Desk Support
• Incident Documentation
• Phone and Email Support