Help Desk Agent – Rionegro, Antioquia

About the role

We are looking for a motivated Help Desk Agent to provide first‑line technical support to end users in Rionegro, Antioquia. You will guide users through issue resolution, manage tickets, and ensure service requests are fulfilled in line with our service level agreements.

Key responsibilities

• Assist users with first‑line support, walking 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 support teams.
• Coordinate and fulfill service requests, including software installations and user administration.
• Maintain ticket lifecycle to closure and keep users informed of status.
• Contribute to the Service Desk knowledge base and support continuous improvement.
• Participate in special projects as assigned.

Required profile

• High School diploma or GED.
• Less than one year of experience in a similar support role.
• Ability to follow Service Desk, security and connectivity policies.
• Strong communication skills and customer‑focused attitude.

Required skills

• Hardware troubleshooting
• Software troubleshooting
• Network connectivity troubleshooting
• Remote access tools
• Ticket management