IT Help Desk Support Associate

hace 1 semana

Medellín, Antioquia, Colombia BMM Global Consulting A tiempo completo

(Remote position,
must be based in Medellín or nearby
)

About the Company

This position is managed by
BMM Global Consulting
on behalf of
Infusion Solutions
(by SCM holding) — a U.S.-based healthcare holding group focused on senior care home living, clinics, and pharmacies. You'll be part of a remote-first team supporting SCM's operational and marketing efforts as it expands its presence and impact across the North American healthcare landscape.


About the Role

We are seeking a
detail-oriented, service-minded
junior associate
to serve as the first point of contact for IT support requests. This role focuses on desktop support, user account management, VoIP troubleshooting, and device inventory tracking.

You will work closely with the IT Department Lead to resolve technical issues, support onboarding and offboarding processes, and maintain accurate documentation and asset records.

This is a
hands-on operational role
, ideal for someone who enjoys helping users, solving problems, and working within structured IT processes.


What You'll Do

Tier 1 Technical Support

  • Act as the primary contact for Level 1 IT tickets related to desktops and endpoints
  • Troubleshoot Windows environments (Windows 7 through Windows 11)
  • Remotely configure and support peripherals such as printers, scanners, and monitors
  • Manage ticket intake and follow-up via phone and email, ensuring timely resolution

Onboarding, Offboarding & Account Management

  • Execute end-to-end onboarding and offboarding procedures for employees
  • Create, update, and disable user accounts in Active Directory and Google Workspace
  • Maintain system hygiene by identifying and removing inactive users and old profiles

VoIP & Telephony Support

  • Troubleshoot physical VoIP desk phones and connectivity issues
  • Assist with extensions, voicemail resets, and basic phone system provisioning

Inventory & Asset Management

  • Maintain accurate device inventory and internal tracking records
  • Perform remote device setup for new hires
  • Coordinate equipment tracking and assignments across users

Documentation

  • Assist in creating and maintaining internal IT documentation following team standards


What We're Looking For

Communication & Language

  • Fluent English (written and spoken) is required
  • Clear, patient, and empathetic communication with non-technical users

Technical Skills

  • Experience providing Tier 1 IT or Helpdesk support
  • Strong knowledge of Windows OS (Windows 7–11)
  • Experience managing users in Active Directory
  • Familiarity with Google Workspace administration
  • Hands-on experience troubleshooting VoIP desk phones


Nice to Have

  • Basic knowledge of Windows Server environments (especially virtualized setups)
  • Basic networking knowledge (endpoint configuration, network concepts, diagnostics)
  • CompTIA A+ certification or equivalent practical experience


Remote Work Requirements

  • Quiet, private workspace suitable for calls
  • Reliable, high-speed internet connection capable of supporting VoIP and remote desktop tools


Why Join Us?

  • Fully remote role with a stable, long-term U.S. client
  • Clear responsibilities and structured IT processes
  • Opportunity to grow your IT support experience in an international environment
  • Be part of a growing, collaborative remote team

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