IT Support / Service Desk Analyst - Bilingual

We are seeking a skilled and customer-focused IT Support / Service Desk Analyst to join our team in Medellín, Colombia. The ideal candidate will have experience providing technical support for desktop systems, laptops, mobile devices, hardware, software, and Microsoft Office products.

This role requires strong troubleshooting skills, excellent communication abilities, and a proactive approach to resolving technical issues in a fast-paced environment.

• Provide first-level and second-level technical support for end users
  
• Troubleshoot and resolve hardware, software, and system-related issues
  
• Support desktop computers, laptops, printers, and mobile devices
  
• Install, configure, and maintain computer systems and applications
  
• Provide support for Microsoft Office products including Outlook, Excel, Word, and Teams
  
• Manage and resolve tickets through the service desk/ticketing system
  
• Diagnose and escalate complex technical issues when required
  
• Assist users with account setup, password resets, and access-related issues
  
• Perform system updates, software installations, and basic network troubleshooting
  
• Maintain accurate documentation of incidents, requests, and resolutions
  
• Ensure timely response and resolution to support requests while maintaining high customer satisfaction
  

• 2+ years of experience in IT Support, Service Desk, or Help Desk roles
  
• Experience supporting desktops, laptops, mobile devices, and related hardware
  
• Strong knowledge of Windows operating systems and Microsoft Office products
  
• Experience with troubleshooting hardware and software issues
  
• Familiarity with ticketing systems and IT support processes
  
• Strong analytical and problem-solving skills
  
• Good written and verbal English communication skills
  
• Ability to work independently and manage multiple tasks effectively
  

• Experience with Active Directory, Office 365, or Microsoft environments
  
• Basic understanding of networking concepts and remote support tools
  
• Exposure to ITIL processes or service management practices
  
• Experience supporting users in enterprise environments
  

• Strong customer service orientation
  
• Excellent communication and interpersonal skills
  
• Detail-oriented and organized
  
• Ability to work under pressure in fast-paced environments
  
• Team player with a proactive attitude
  
• Strong time-management and multitasking abilities