IT Associate

? Location: Colombia (Bogotá, Medellín, or Barranquilla)

? Work Modality: On-site

? Schedule: Monday to Friday, 9:00 AM – 6:00 PM CST (or 8:30 AM – 5:30 PM CST)

About the Role

We are looking for an IT Associate to serve as the first point of contact for IT support operations. This role is responsible for providing Tier 1 technical support, managing support tickets, resolving basic technical issues, and escalating complex cases to higher-level IT teams while delivering an excellent customer experience.

Responsibilities

Provide technical support via phone, chat, and email.

Create, document, and track support tickets.

Resolve Tier 1 support issues and escalate complex incidents when necessary.

Perform password resets and basic user account support.

Troubleshoot Windows computers, mobile devices, printers, and phones.

Answer general technology-related questions.

Guide users through self-service documentation and knowledge base resources.

Create and maintain technical documentation and knowledge base articles.

Participate in training sessions and assist Tier 2 and Tier 3 teams with IT projects.

Requisitos

• Excellent written and verbal English communication skills.
  
• Entry-level experience in IT Support, Help Desk, or Tier 1 Support.
  
• Experience providing customer support via phone, email, or ticketing systems.
  
• Strong knowledge of:
  • Windows Desktop environments.
    
  • Active Directory.
    
  • Microsoft Server products.
    
  • Microsoft Office (Excel and Word).
    
• Experience troubleshooting:
  • PCs.
    
  • Mobile devices.
    
  • Printers.
    
  • Phones.
    
• Strong documentation and organizational skills.
  
• Excellent customer service and communication skills.
  
• Ability to troubleshoot and triage technical issues.
  
• Willingness to learn new technologies and continue professional development.
  
• Availability to work on-site in Bogotá, Medellín, or Barranquilla.
  

Preferred Qualifications

• Associate's Degree in a technical field.
  
• CompTIA A+ or other technical certifications.
  
• Experience with Microsoft Office 365.
  

Required Technologies & Skills

• Windows Desktop
  
• Active Directory
  
• Microsoft Server
  
• Microsoft Office (Excel & Word)
  
• Microsoft 365 / Office 365
  
• Tier 1 IT Support
  
• Ticketing Systems
  
• Password Management
  
• PC Troubleshooting
  
• Mobile Device Support
  
• Printer Support
  
• Phone System Support
  
• Knowledge Base Documentation