Help Desk Agent

| Full-time · Mid level · 7:00 a.m. – 4:00 p.m. (Monday to Friday) – Lunch hour included | Colombia – Remote Job What are we looking for? We are looking for smart people with strong troubleshooting skills, a service mindset, and great communication. Be a part of a team that ensures SCI’s technology environment runs with integrity, reliability, and top performance. Our Help Desk Agents play a key role in keeping our remote workforce productive by resolving issues quickly, documenting solutions clearly, and escalating efficiently when needed. Their mission is to provide consistent Tier 1 (first-line) support, protect operational continuity, and improve the support experience through structured ticket management and knowledge sharing. Junior experience | 1 – 3 years Medium experience | 3 – 5 years Senior experience | 5+ years Skills Strong analytical thinking | Problem-solving | Detail-oriented approach Great customer service mindset and empathy under pressure Excellent written and verbal communication (English–Spanish) Solid time-management and prioritization skills in a ticket-based environment Comfortable working in a dynamic, fast-paced remote setting Proactive, fast learner, and development-driven decision maker Integrity and strong ethical standards Responsibilities about the project Ticket intake & resolution Log, categorize, prioritize, troubleshoot, and resolve Tier 1 (first-line) hardware and software requests. Provide clear updates from intake to closure. Troubleshooting & escalation Diagnose issues using structured triage. Escalate complex incidents to internal technical teams with clear context, evidence, and reproduction steps. User support & access management Support user accounts/access, basic configurations, and common productivity tools. Assist remote users with connectivity and device setup basics. Documentation & knowledge sharing Create and maintain knowledge base articles, internal guides, and standardized procedures to reduce repeat incidents and improve resolution speed. Equipment & asset support Support basic equipment provisioning workflows and help track assets when needed (laptops, peripherals, etc.). Continuous improvement Identify recurring issues and patterns, propose process improvements, and help strengthen service consistency and user experience. Requirements Education & background Associate’s degree (or equivalent experience). Bachelor’s degree preferred in IT (Information Technology) or related fields. 1–3+ years of experience in Help Desk (service desk), IT (Information Technology) Support, or similar roles. Technical & platform knowledge Comfortable supporting Windows/macOS (operating systems), common hardware/peripherals, and remote work tools. Experience with ticketing tools (Zoho Desk or similar platforms). Basic familiarity with VPN (Virtual Private Network) and RDP (Remote Desktop Protocol) concepts is a plus. Collaboration & communication Very good English level (B2 (upper-intermediate) or higher), spoken and written. Strong communication, professional integrity, and a customer-first mindset. Bonus Skills Familiarity with MDM (Mobile Device Management) environments Basic SQL (Structured Query Language) knowledge for troubleshooting/support contexts Experience working with Agile (Agile methodology) tools (e.g., Azure DevOps) ITIL (Information Technology Infrastructure Library) foundation knowledge (nice to have) What Do We Offer? 100% remote (Colombia), EST-aligned. Do your best work from anywhere while coordinating in clear collaboration windows. Real-world impact, end-to-end. Ship solutions used by fleets worldwide and see measurable ROI from your work. Ownership with support. Propose ideas, drive delivery, and level up through code reviews, mentorship circles, and knowledge-sharing. Predictable USD invoices. Stable monthly invoicing, so you can plan with confidence. Tools that fit the job - A secured project laptop may be provided for project use. Respect for your time. You self-manage time off; we plan around local holidays and weekends. We handle it all from extraction to inventory to distribution to delivery to supply because EVERY DROP COUNTS #J-18808-Ljbffr