China Three Gorges Latam, world leading renewable energy company, is seeking a Help Desk Specialist to join the Colombia team. The Help Desk Specialist is responsible for providing timely and efficient technical support to all internal users. This role ensures the proper functioning of IT equipment and systems, resolves day-to-day incidents, and supports the implementation of IT policies and tools in coordination with the IT and Administration teams.
Specific Duties
User Support & Issue Resolution
- Respond to help desk tickets, emails, and direct user requests in a timely and professional manner.
- Diagnose and resolve hardware and software issues for laptops, desktops, printers, and peripheral devices.
- Escalate complex incidents to the IT Specialist or external providers when needed.
- Provide in-person and remote support to employees.
Onboarding & Offboarding
- Set up IT equipment and user accounts for new hires, including email, VPN, and system access.
- Ensure proper deactivation and return of IT assets during offboarding.
- Keep records of IT asset allocation per employee.
System & Application Support
- Assist users with Microsoft 365 applications (Outlook, Teams, Word, Excel, etc.).
- Provide basic support for SAP ERP access or incident logging.
- Support Wi-Fi, printer, and basic network troubleshooting.
- Install authorized software and ensure license compliance.
Inventory & Maintenance
- Track and update the inventory of IT equipment.
- Support periodic preventive maintenance of IT hardware.
- Manage the condition and availability of backup devices.
Documentation & Policy Compliance
- Maintain updated help desk procedures and common troubleshooting guides.
- Assist in implementing internal IT policies and good practices.
- Report recurring technical issues to identify improvement opportunities.
Requirements
- College degree in Computer Sciences, IT Support, or related field
- Minimum 3 years of relevant experience in IT and help desk tasks, includ