Job Overview

We are seeking an experienced and customer-focused IT Help Desk Support Specialist to provide technical assistance and support to end users. The adecuado candidate has strong troubleshooting skills, excellent communication abilities, and experience resolving hardware, software, network, and user-access issues in a fast-paced environment.

You will serve as the first point of contact for technical support requests, helping users quickly resolve issues while maintaining a high level of customer satisfaction.

Responsibilities

- Respond to support tickets, emails, chat requests, and phone calls from end users.
- Diagnose and troubleshoot hardware, software, network, printer, and system issues.
- Provide remote technical support for Windows, Microsoft 365, and common business applications.
- Create, manage, and resolve help desk tickets while meeting service-level expectations.
- Escalate complex technical issues to senior technicians when necessary.
- Set up and configure user accounts, passwords, permissions, and devices.
- Document troubleshooting steps and maintain accurate support records.
- Assist with onboarding and offboarding employees, including account setup and equipment deployment.
- Support VPN, email, internet connectivity, and remote access issues.




- Maintain a professional and customer-focused approach when assisting users.

Required Qualifications

- Minimum 2 years of IT Help Desk, Technical Support, Service Desk, or IT Support experience.
- Strong knowledge of:
- Windows 10/11
- Microsoft 365
- Active Directory
- Remote Desktop Support
- Password and User Management
- Basic Networking (TCP/IP, DNS, DHCP, VPN)
- Experience using ticketing systems such as:
- Zendesk
- Freshdesk
- ServiceNow
- Jira Service Management
- ConnectWise
- Similar platforms
- Excellent written and verbal English communication skills.
- Strong troubleshooting and problem-solving abilities.
- Ability to multitask and prioritize support requests effectively.

Preferred Qualifications

- Experience supporting remote teams.
- Familiarity with Azure Active Directory / Microsoft Entra ID.
- Experience with VoIP systems.
- IT certifications such as:
- CompTIA A+
- Network+
- Microsoft Certifications
- ITIL Foundation

Work Schedule

- Full-time
- Remote
- Must have a reliable computer and high-speed internet connection.
- Ability to work during assigned business hours.

Compensation

Competitive compensation based on experience and qualifications.

Job Type: Full-time

Work Location: Remote

📌 IT Help Desk Support Specialist (Remote) (Colombia)
🏢 Arete Pest Control
📍 Colombia