- Oversee 100% of service requests, incidents, and problems
- Manage and coordinate urgent and complicated support issues
- Determine root causes and communicate appropriately with internal and external customers
- Handle onboarding and offboarding for all employees and contractors
- Partner with the Security team to create a secure digital environment
- Monitor performance and maintain systems managed by IT
- Maintain and update inventory records, knowledge base, and ticketing system information
- Participate in an on-call monitoring rotation
- Maintain and streamline identity access management
- Create and maintain documentation and IT policies
- Oversee remote employee infrastructure, software and account management, equipment, assets, licenses, and day-to-day helpdesk requests
- Report directly to the Senior Manager of IT
- Tackle small to medium projects involving technical and logistical challenges

Requirements
- 3+ years of IT experience
- Experience working with SaaS tools such as Okta, Kandji/Intune, Google Suite, etc.




- Familiarity with basic networking to support warehouse IT infrastructure
- Experience with asset management and purchasing
- Some security experience and exposure
- Experience with mobile asset management, including scanners and Android devices
- Bachelor’s degree in a related field such as Information Technology, Management Information Systems, or Computer Science, or equivalent years of experience without a degree
- Customer service and communication skills
- Project and program management skills
- Working technical knowledge of modern helpdesk and enterprise technologies
- Working knowledge of SaaS applications
- Knowledge of SSO integrations, network hardware and software solutions such as Unifi, remote access solutions, secure endpoint solutions, and cloud infrastructure/connectivity
- Creative problem-solving skills
- 3+ years of relevant education and/or work experience
- ITIL knowledge and understanding of IT best practices

Core C

📌 IT Helpdesk Associate (Bogotá)
🏢 Jobtailor
📍 Bogotá