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

📌 Mid-level Helpdesk Support Specialist (Colombia)
🏢 Lean Solutions Group
📍 Colombia