IT Support / Service Desk Analyst - Bilingual Location: Medellín, Colombia

Employment Type: Full-Time

Work Mode: Onsite

Job Summary

We are seeking a skilled and customer-focused IT Support / Service Desk Analyst to join our team in Medellín, Colombia. The adecuado candidate will have experience providing technical support for desktop systems, laptops, mobile devices, hardware, software, and Microsoft Office products.

This role requires strong troubleshooting skills, excellent communication abilities, and a proactive approach to resolving technical issues in a fast-paced environment.

Key Responsibilities

Provide first-level and second-level technical support for end users

Troubleshoot and resolve hardware, software, and system-related issues

Support desktop computers, laptops, printers, and mobile devices

Install, configure, and maintain computer systems and applications

Provide support for Microsoft Office products including Outlook, Excel, Word, and Teams

Manage and resolve tickets through the service desk/ticketing system

Diagnose and escalate complex technical issues when required

Assist users with account setup, password resets, and access-related issues

Perform system updates, software installations, and basic network troubleshooting

Maintain accurate documentation of incidents, requests,



and resolutions

Ensure timely response and resolution to support requests while maintaining high customer satisfaction Requirements

2+ years of experience in IT Support, Service Desk, or Help Desk roles

Experience supporting desktops, laptops, mobile devices, and related hardware

Strong knowledge of Windows operating systems and Microsoft Office products

Experience with troubleshooting hardware and software issues

Familiarity with ticketing systems and IT support processes

Strong analytical and problem-solving skills

Good written and verbal English communication skills

Ability to work independently and manage multiple tasks effectively

Preferred Qualifications

Experience with Active Directory, Office 365, or Microsoft environments

Basic understanding of networking concepts and remote support tools

Exposure to ITIL processes or service management practices

Experience supporting users in enterprise environments

Soft Skills

Strong customer service orientation

Excellent communication and interpersonal skills

Detail-oriented and organized

Ability to work under pressure in fast-paced environments

Team player with a proactive attitude

Strong time-management and multitasking abilities

📌 IT Support / Service Desk Analyst - Bilingual (Medellín)
🏢 Interscripts
📍 Medellín