Agente de mesa de ayuda - Semillero

About the role

This position provides first‑line technical support to end users, helping them restore functionality and resolve everyday IT issues. The role is entry‑level and offers the chance to develop practical troubleshooting skills in a structured service‑desk environment.

Key responsibilities

• Guide users through steps to restore functionality as part of first‑line support.
• Troubleshoot hardware, software and connectivity problems using remote access tools.
• Escalate complex incidents to second‑ and third‑level resolver teams.
• Coordinate and fulfill service requests, including software installations and user‑administrative tasks.
• Manage tickets through to closure while keeping users informed of status and progress.
• Learn and follow Service Desk, desktop, peripheral, connectivity and security policies.
• Contribute to the continuous improvement of the Service Desk knowledge base.
• Support the organization’s SLA commitments and assist with special projects as assigned.

Required profile

• High School diploma or GED.
• Less than one year of experience in a similar support role.

Required skills

• Remote access tools.
• Hardware troubleshooting.
• Software troubleshooting.
• Connectivity troubleshooting.