IT Support / Service Desk Analyst - Bilingual

About the role

We are looking for a bilingual IT Support / Service Desk Analyst to join our Medellín team. The role involves providing first‑ and second‑level technical assistance to end users, ensuring smooth operation of desktops, laptops, mobile devices and Microsoft Office applications in a fast‑paced environment.

Key responsibilities

• Deliver first‑ and second‑level support for hardware, software and system issues.
• Troubleshoot and resolve problems with desktops, laptops, printers and mobile devices.
• Install, configure and maintain computer systems and applications.
• Support Microsoft Office suite, including Outlook, Excel, Word and Teams.
• Manage tickets through the service‑desk system and document incidents.
• Assist users with account setup, password resets and access issues.
• Perform system updates, software installations and basic network troubleshooting.

Required profile

• Minimum 2 years of experience in IT support, service desk or help desk roles.
• Strong knowledge of Windows operating systems and Microsoft Office products.
• Experience supporting desktops, laptops, mobile devices and related hardware.
• Good written and verbal English communication skills.
• Ability to work independently and handle multiple tasks.

Required skills

• Windows operating system
• Microsoft Office suite
• Active Directory
• Office 365
• Ticketing system
• ITIL processes
• Basic networking concepts
• Remote support tools