Medellin, Colombia | Posted on 07/30/2026

? 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.

Requirements

- 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).

- PCs.

- Printers.

- 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.

Preferred Qualifications

- Associate's Degree in a technical field.

- CompTIA A+ or other technical certifications.

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