About the Role:
As a Service Desk Analyst - Office & General IT Support (Mid-Level), you'll serve as the primary IT presence for our Bogotá office while supporting global IT operations across regions. This hybrid role requires 3 days in the office and 2 days remote, combining hands-on technical support, ticket-based service delivery, device and account lifecycle management, and cross-functional collaboration to ensure a seamless technology experience for employees locally and globally.
Responsibilities:
- Act as the primary on-site IT contact for the Bogotá office
- Provide hands-on technical support for hardware, software, meeting rooms, AV systems, and collaboration tools
- Maintain workspace IT standards, support office moves and events, and oversee local equipment storage and lifecycle activities
- Deliver IT support through ticketing and collaboration tools, managing medium to high-complexity incidents independently
- Prioritize and resolve requests based on SLA, severity, and business impact
- Document resolutions, perform root cause analysis,
and identify service improvement opportunities
- Support onboarding and offboarding, including account provisioning, device setup, MDM enrollment, and equipment logistics
- Manage user accounts, asset inventory, and hardware lifecycle tracking
- Troubleshoot macOS and Windows environments and support core platforms such as Google Workspace, Microsoft 365, Slack, and Adobe
- Support identity, access, networking, VPN, Wi-Fi, firewalls, endpoint protection, and MDM tools
- Ensure compliance with security policies, support access reviews, and help maintain accurate documentation and SOPs
- Contribute to process improvement, automation opportunities, service metrics, and SLA tracking
- Other duties as assigned
About You:
Qualifications & Skills:
- 3-5 years of relevant work experience
- Experience supporting both in-office and remote/global teams
- Advanced macOS knowledge and solid Windows support experience
- Strong experi
📌 IT Support Analyst (Bogotá)
🏢 Monks
📍 Bogotá