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Description
The Information Technology department is seeking a professional IT Service Desk Technician for level 1 support, to join our IT Service Desk team. The Level 1 IT Service Desk Technician is the first point of contact for end-users encountering IT-related issues and inquiries. This role involves providing timely technical support, troubleshooting common hardware and software problems, and escalating more complex issues to Level 2 technicians or other IT teams when necessary. The Level 1 Technician will provide first-level troubleshooting support for a variety of computing issues, assists in maintaining documentation, and ensure excellent customer service standards are met.
Principal Accountabilities:
- Provide initial technical support and assistance to end-users via phone, email, MS teams, or a ticketing system.
- Act as first point of contact for all IT issues,



quickly responding to Team Partner requests for IT service within SLA guidelines.
- Identify, diagnose, and resolve basic hardware and software issues, including password resets, software installations, and printer configurations.
- Log all Service Desk interactions accurately and promptly into the ticketing system, ensuring proper categorization, prioritization, and resolution.
- Follow standard operating procedures and troubleshooting guides to resolve common IT problems independently.
- Escalate unresolved issues to Level 2 technicians or other IT teams, providing detailed information and documentation for further investigation and resolution.
- Assist in maintaining and updating documentation, knowledge base articles, and standard operating procedures for IT support processes and procedures.
- Provide excellent customer service and communication, keeping end-users informed of the status of their re

📌 Help Desk Technician (Medellín)
🏢 UniFirst
📍 Medellín