Mid-level Helpdesk Support Specialist

Description

Position Overview

We are seeking a dedicated professional to serve as the first point of contact for end-user IT technical assistance. The primary purpose of this role is to provide effective first-level support for all computer systems, hardware, and software, with a focus on the Windows operating system. This position is integral to maintaining daily system performance and ensuring user productivity by delivering timely solutions via phone, email, or Teams. Key responsibilities include diagnosing and resolving technical issues, installing and repairing computer software, and performing basic network triage for LAN, WAN, and wireless connectivity. You will also handle basic user administration in our hybrid Active Directory environment, such as password resets and account unlocks, and troubleshoot Microsoft 365 issues. As a critical part of our support structure, you will escalate unresolved queries to the appropriate next-level teams. A significant aspect of this role involves contributing to and maintaining our knowledge base, which is transitioning to Confluence, to empower users and reduce recurring problems.

Position title: Mid-level Helpdesk Support Specialist
Location: Remote - Colombia

Key Responsibilities

• Serve as the first point of contact for end-users, providing technical assistance and first-contact resolution for issues related to computer systems, hardware, and software via phone, email, or Teams.
• Diagnose and resolve technical issues by guiding users through problem solving steps, utilizing remote control software, and applying effective questioning techniques to determine the root cause.
• Install, modify, and repair computer software, and peripherals for end-users, primarily within a Windows operating system environment.
• Serve as the first point of contact for end users, providing first level support and triage for Windows related issues through Jira Service Management tickets.
• Perform basic user administration tasks within a hybrid Azure AD, including unlocking accounts and resetting passwords.
• Troubleshoot end-user issues within the Microsoft 365 suite, focusing on problem resolution rather than system administration.
• Perform basic network triage to resolve connectivity issues related to LAN, WAN, and wireless access points, escalating complex problems to the appropriate teams.
• Document, track, and monitor all support requests using help desk software, ensuring timely resolution and follow-up with end-users.
• Contribute to and maintain the technical knowledge base in Confluence, documenting procedures and solutions to support self-help resources and team reference.
• Develop and conduct training sessions for end-users on computer systems and software applications.
• Identify recurring issues and collaborate on implementing solutions to reduce repeat problems and improve user experience.
• Participate in an on-call rotation to provide after-hours support as required.

Required Skills & Experience

• Bachelor’s degree or a minimum of 3 years of experience in a client support, application administration, or help desk support role.
• Proven experience providing remote help desk and desktop support, including diagnosing, guiding, and resolving issues related to computer hardware, software, and peripherals through virtual and phone-based assistance.
• Proficiency in administering and troubleshooting Windows operating systems.
• Experience as the first point of contact for end users, providing first level support and triage for Windows related issues through Jira Service Management tickets.
• Experience with basic user administration in a hybrid Azure AD/On-premise Active Directory environment, such as unlocking accounts and resetting passwords.
• Strong troubleshooting skills for Microsoft 365 and the Microsoft Office suite.
• Working knowledge of help desk software and remote control tools.
• Experience with basic network triage for LAN, WAN, and wireless connectivity issues.
• Demonstrated ability in asset management administration.
• Excellent communication, troubleshooting, and multitasking skills.
• Strong organizational skills with a high degree of attention to detail and accuracy.

Nice to Have Skills

• Familiarity with IT Service Management (ITSM) principles and the ITIL framework.
• Experience with knowledge base platforms, particularly Confluence.
• Administrative experience with Microsoft 365 services, such as Exchange Online or SharePoint.
• Knowledge of mobile device management (MDM) solutions, especially Microsoft Intune.
• A deeper understanding of networking concepts, including DNS and DHCP.
• Professional IT certifications, such as CompTIA A+, Network+, or relevant Microsoft credentials.
• Experience in developing user documentation or conducting training sessions.

Soft Skills

• Exceptional communication skills (verbal, written, and presentation) to clearly convey technical solutions to users with varying levels of proficiency and to contribute effectively to knowledge base documentation.
• Strong analytical and troubleshooting abilities, with a talent for asking pertinent questions to accurately diagnose issues and identify root causes to prevent recurring problems.
• A client-centric approach, demonstrating patience and empathy to understand problems from the user's perspective and guide them through problem-solving processes.
• Proven ability to work effectively within a team environment, collaborating with colleagues and properly escalating unresolved queries to the correct resources.
• Excellent organizational and multitasking skills to manage and prioritize multiple support requests, track problems to resolution, and handle small IT projects efficiently.
• Meticulous attention to detail and accuracy, essential for maintaining daily system performance, managing assets, and ensuring all issues are followed through to resolution.
• Adaptability and sound judgment, with the flexibility to participate in an on-call rotation and proactively address issues that may extend beyond standard responsibilities.

Why You Will Love Working with Us

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.