Help Desk Technician

hace 5 días

Medellín, Antioquia, Colombia UniFirst Corporation A tiempo completo


Position: IT Service Desk Technician – Level 1

The Information Technology Department is seeking a qualified
IT Service Desk Technician (Level 1)
to join our Service Desk team. This role serves as the
primary point of contact
for end-users experiencing IT-related issues and service requests. The successful candidate will deliver timely first-level technical support, troubleshoot common hardware and software issues, and escalate more complex incidents to Level 2 technicians or appropriate IT teams as needed.

This position is ideal for professionals who are customer-focused, technically inclined, and thrive in a fast-paced, enterprise environment.


Key Responsabilities:

  • Provide initial technical support and assistance to end-users via phone, email, MS teams, or a ticketing system.
  • Act as first point of contact for all IT issues, quickly responding to Team Partner requests for IT service within SLA guidelines.
  • Identify, diagnose, and resolve basic hardware and software issues, including password resets, software installations, and printer configurations.
  • Log all Service Desk interactions accurately and promptly into the ticketing system, ensuring proper categorization, prioritization, and resolution.
  • Follow standard operating procedures and troubleshooting guides to resolve common IT problems independently.
  • Escalate unresolved issues to Level 2 technicians or other IT teams, providing detailed information and documentation for further investigation and resolution.
  • Assist in maintaining and updating documentation, knowledge base articles, and standard operating procedures for IT support processes and procedures.
  • Provide excellent customer service and communication, keeping end-users informed of the status of their requests and ensuring satisfaction with the resolution provided.
  • Adhere to IT policies, procedures, and security standards.


Qualifications & Requirements


English proficiency:
B1+ or higher


Education:
High school diploma required

Associate degree in a technical discipline
(Computer Science, MIS, Engineering, IT, or related)
or
1+ year of IT-related experience


Experience:

  • 1+ year in a
    Call Center or enterprise Service Desk environment
  • 1+ year working in a
    professional, team-based business environment


Technical Skills:

  • Basic understanding of
    computer hardware
  • Operating systems:
    Windows 10/11
  • Business applications:
    Office 365, Active Directory, SSO
  • Hands-on experience with
    ITSM / ticketing systems
    (ServiceNow, Cherwell, Remedy, or similar)


Professional Skills:

  • Strong customer service orientation
  • Excellent communication and interpersonal skills
  • Ability to explain technical concepts to non-technical users
  • Strong organizational and time management skills
  • Ability to take initiative, assume responsibility, and follow up effectively
  • Ability to remain composed and re-prioritize in a
    fast-paced environment


Interested in growing your IT career?

Apply now or share this opportunity with someone who may be a great fit.

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