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**Job Description - IT Desktop Support Specialist**

**Summary**:
Handles all day-to-day IT support: workstation setup, moves, troubleshooting, user assistance, and ticket management through **Freshservice**. Keeps equipment running, users productive, and issues resolved fast.

**Core Responsibilities**:
**Workstation Setup & Maintenance**:

- Set up, configure, and maintain PCs, laptops, monitors, and peripherals.
- Perform OS installs, updates, and basic imaging.
- Handle desk moves, mounting, and cable management.
- Keep all devices aligned with company standards.

**User Support**:

- Resolve hardware/software issues quickly; escalate only when needed.
- Support remote users as required.

**Ticketing (Freshservice)**:

- Manage tickets end-to-end in Freshservice.
- Document work clearly and close tickets in a timely manner.
- Follow SLAs and escalate violations before they happen.

**Hardware Handling**:

- Issue, replace, and track equipment.
- Perform basic repairs (RAM, SSD, keyboards, screens).
- Maintain clean inventory records.

**Basic Network Support**:

- Troubleshoot Ethernet/WiFi, VLAN mismatch symptoms, IP conflicts, DHCP issues.
- Assist with hands-and-eyes tasks for network and server teams.

**Security & Compliance**:

- Enforce IT policies and secure device configuration.
- Handle equipment wipes, returns, and proper disposal.
- Protect user data and follow internal security procedures.





**Onboarding / Offboarding**:

- Prepare equipment for new hires.
- Collect/disable equipment for terminations.
- Assist with account setup/reset as needed.

**Requirements**:

- Experience with Windows 10/11 support.
- Solid troubleshooting skills (hardware/software/network).
- Familiarity with **Freshservice** or similar ITSM tools.
- Good communication, organized, and dependable.
- Able to lift/move IT equipment.

**Nice to Have**:

- Basic Active Directory knowledge.
- Understanding of O365 admin basics.
- Experience in high-volume environments (BPO, call center, operations floors).

**Who We Are**:
UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman CX through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like recruitment AI, agent study buddy, voice of the customer (VoC), and automatic QA. Our engagement model prioritizes measurable results, like CES and retention, over outdated SLAs. With a focus on automation, talent enablement, strategic partnerships, and strict data protection, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.
- UnifyCX is a certified minority-owned business and an EOE employer that welcomes diversity._

Postúlate en Kit Empleo: kitempleo.com.co/empleo/1asazk

📌 IT Desktop Support (Barranquilla)
🏢 unifyCX
📍 Barranquilla