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 assist users in restoring functionality, troubleshoot issues, and ensure service requests are fulfilled efficiently.

Key responsibilities

• Guide users through step‑by‑step solutions to resolve hardware, software and connectivity problems.
• Use remote access tools to diagnose and fix issues.
• Escalate complex incidents to second‑ and third‑level support teams.
• Process service requests such as software installations and user‑administrative changes.
• Maintain tickets through to closure and keep users informed of status.
• Contribute to the Service Desk knowledge base and support continuous improvement.
• Assist with special projects as assigned and meet defined SLA targets.

Required profile

• High School diploma or GED.
• Less than one year of experience in a similar support role.
• Strong communication skills and a customer‑focused attitude.

Required skills

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