About the Job

At Jetpacks!, we've got opportunities to offer you — for growth, for leadership, for big, world-changing impact and for, dare we say it, fun. We are a new startup committed to helping companies reach new heights together, by unleashing the Latin American power.

And that starts with you :)

Jetpacks! is looking for someone to join our team as IT Help Desk Specialist. In this role, you'll be responsible for providing fast, friendly technical support to end users while owning and scaling the Google Workspace environment and IT processes for a growing operation.

You'll be joining the tech team of an industry leader in first-and-last-mile delivery services, supporting a company that serves over 4.5 million customers. As their delivery network keeps growing, their tech systems and team need to scale right along with it, and that's where you come in. The idóneo person for this role has solid technical know-how, communicates clearly, and genuinely loves making people's lives easier.

Role Responsibilities

- Provide remote, chat, and email support to users with excellent customer service, mainly covering Windows software and internal client apps.
- Administer, manage, and maintain the Google Workspace enterprise environment, including email addresses and group administration.
- Handle email auditing, spam filter management, and quarantine inbox review (IP and domain level).
- Manage the Google Workspace Device Manager and user groups.
- Manage domain settings and DNS records.
- Maintain and organize Google Drive.
- Integrate and automate Google Workspace with external tools such as Zapier.
- Manage Google Cloud users and projects.
- Standardize processes across the organization, including driver outreach workflows,



customer support workflows, and ops team driver-coaching workflows.
- Establish onboarding and offboarding processes, and build macros and step-by-step guides for customer service and tech support cases.
- Analyze, troubleshoot, and evaluate technology issues and software across the organization.
- Participate in team projects that improve IT service quality by identifying and solving potential risks or blockers.
- Respond to and manage the helpdesk ticket system, handling and closing tickets to resolution, with a specialization in Zendesk.
- Facilitate company-wide rollout of custom solutions.
- Help strengthen the team through better collaboration, processes, and workflows.
- Configure new applications to support emerging business needs.
- Create and maintain documentation for company processes and support cases.
- Manage tech inventory and enforce device work profiles across Google Workspace and ManageEngine.
- Administer the Slack workspace, including channel creation and cleanup, user management, integrations, external app permissions, workflow creation, and general end-user support.

How will you be supported?

You'll be onboarded to the tech team organization. You will be part of a team and will communicate with them via Slack and Google Meet.



Periodic 1-on-1 meetings will be held to ensure you are successful and are having a productive and enjoyable experience.

Role Requirements

We want all new hires to succeed in their roles at Jetpacks!. That's why we've outlined the job requirements below. To be considered for this role, it's important that you meet all Minimum Qualifications. If you do not meet all of the Preferred Qualifications, we still encourage you to apply.

- 2-4 years of experience in an IT administrator role, managing company cloud-based applications, computer licenses, and help desk responsibilities.
- Strong knowledge and hands-on experience with Google Workspace, including the Google Admin console, Gmail, Calendar, Docs, Sheets, and Slides.
- Experience troubleshooting IT issues and working directly with vendors to resolve them.
- Familiarity with Microsoft suite products.
- Advanced English level.

About Jetpacks!

Jetpacks! is a digital accelerator. We help companies reach new heights, together, by committing to working alongside them, unlocking the power of LatAm.

We strive at creating connections between people, data and technology to realize connected outcomes across the full lifecycle of the product and platform ecosystems.

We're makers, builders and creators by nature, and we come to work every day to build experiences for some of the world's most influential companies. We help businesses accelerate their digital roadmap, rapidly innovate, modernize their systems, enable their teams and optimize for continued growth.

We welcome our team members to show up as their authentic selves every day. Because this is so important to us, Jetpacks! is proud to be an equal opportunity employer.

📌 Information Technology Help Desk Analyst (Colombia)
🏢 Jetpacks!
📍 Colombia