Mid IT Help Desk Technician
hace 2 días
Company Overview Lean Tech is a rapidly expanding organization based in Medellín, Colombia. We pride ourselves on having one of the most influential networks in software development and IT services for the logistics, financial, and technology sectors. Joining our team means becoming part of a high-impact tech workforce serving international clients across the U.S. and LATAM. Position Title Mid IT Help Desk Technician (L1) Location LATAM What you will be doing Serve as the first point of contact for internal users via phone, email and/or internal communication channels, responding promptly to support requests through a softphone queue (8x8). Create and triage tickets using GoToAssist (or similar) for all inbound support calls. Walk the end-user through the problem-solving process with an appropriate level of detail. Support Microsoft Outlook users with email archiving, performance, and configuration issues. Execute Microsoft Active Directory tasks such as password resets, account unlocks, and basic access management. Use remote access tools to troubleshoot and resolve user issues related to desktops and email. Escalate tickets as needed by tagging senior technicians or on-site support via Microsoft Teams. Contribute to documentation efforts by helping consolidate and formalize standard operating procedures (SOPs) and troubleshooting guides. Participate in internal knowledge sharing and propose improvements to processes or ticket handling workflows. Provide exceptional customer service with a proactive and patient attitude, ensuring users feel heard and supported. Maintain internal communication etiquette across Teams, email, and phone channels. Requirements & Qualifications To excel in this role, you should possess: 1–2 years of experience in a Help Desk, Service Desk, or IT Support role. Solid understanding of Windows operating systems and Microsoft Office 365, especially Outlook. Proficiency with Microsoft Active Directory (password resets, account management). Experience using remote support tools (e.g., GoToAssist, TeamViewer, AnyDesk). Experience with ticketing systems (client uses GoToAssist but values experience in better systems like Zendesk, Freshservice, Jira Service Management, etc.). Ability to manage and prioritize multiple incoming requests during high-volume periods. Strong spoken English skills, especially for phone-based support. Excellent interpersonal and communication skills with a customer-first mindset. Exposure to documentation/SOP creation (Plus). CompTIA A+ (Plus). Soft Skills Calm under pressure and empathetic in high-stress support interactions. Self-starter with the ability to thrive with limited documentation or formal onboarding. Willingness to contribute to SOP creation and knowledge base improvements. Team player with a proactive attitude toward continuous improvement. Why you will love Lean Tech Join a powerful tech workforce and help us change the world through technology. Professional development opportunities with international customers. Collaborative work environment. Career path and mentorship programs that will lead to new levels. Join Lean Tech and contribute to shaping the data landscape within a dynamic and growing organization. Your skills will be honed, and your contributions will play a vital role in our continued success. Lean Tech is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. #J-18808-Ljbffr
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