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 successful candidate will provide first‑ and second‑level technical assistance to end users, ensuring rapid resolution of hardware, software, and connectivity issues.

Key responsibilities

• Deliver first‑ and second‑level support for desktops, laptops, printers, and mobile devices.
• Troubleshoot and resolve hardware, software, and system‑related problems.
• 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, documenting incidents and resolutions.
• Assist users with account setup, password resets, and access issues.
• Perform system updates, software installations, and basic network troubleshooting.
• Escalate complex issues when necessary and ensure high customer satisfaction.

Required profile

• Minimum 2 years of experience in IT Support, Service Desk, or Help Desk roles.
• Strong analytical and problem‑solving abilities.
• Excellent written and verbal English communication skills.
• Ability to work independently, manage multiple tasks, and thrive under pressure.

Required skills

• Windows operating systems
• Microsoft Office (Outlook, Excel, Word, Teams)
• Active Directory
• Office 365
• Ticketing systems
• ITIL processes
• Basic networking concepts
• Remote support tools

What we offer

• Full‑time, onsite position in a dynamic, fast‑paced environment.
• Opportunities for professional growth and skill development.