As an IT Service Desk Analyst, your primary responsibility is to provide technical assistance and support to end users within the organization. You will serve as the first point of contact for IT-related issues and play a key role in ensuring the smooth operation of computer systems, software, hardware, and network infrastructure.

Requirements

- Fluent in English (high proficiency level required).
- Currently pursuing or holding an associate or bachelor’s degree in information technology or a related field.
- Minimum of 1+ year of experience in a technical support role.
- Strong technical knowledge of:
- Computer hardware
- Software
- Networking concepts
- Proficient in troubleshooting common hardware and software issues.
- Knowledge of:
- Office 365
- Active Directory
- Antivirus solutions
- Familiarity with ticketing systems and remote support tools.
- Excellent customer service and communication skills, with the ability to explain technical concepts to non-technical users.
- Strong problem-solving skills and attention to detail.
- Ability to prioritize and manage multiple tasks effectively.
- Flexibility to work afternoon shifts and weekends.
- Schedule flexibility.
- Availability to work onsite at our offices in Barranquilla,



Colombia / San Pedro, Costa Rica.

Nice to Have

- IT certifications (e.g., CompTIA A+, Microsoft Certified Professional).
- Basic knowledge of SAP.

Responsibilities

- Respond to incoming support requests via phone, email, or ticketing system, providing timely and effective technical assistance.
- Diagnose and troubleshoot hardware and software issues, including:
- Desktops and laptops
- Printers
- Mobile devices
- Peripherals
- Assist users with software installations, upgrades, and basic configurations.
- Manage user accounts, permissions, and access rights.
- Collaborate with other IT team members to resolve complex technical issues.
- Escalate unresolved issues to appropriate teams or vendors following established procedures.
- Follow up with end users to ensure issues are resolved satisfactorily.
- Document all support activities, including:
- Troubleshooting steps
- Issue resolutions
- Knowledge base updates
- Maintain and update inventory of IT assets (hardware, software licenses, peripherals).
- Stay up to date with emerging technologies and continuously improve technical skills.

📌 IT Service Desk Analyst (Barranquilla)
🏢 CRG Solutions
📍 Barranquilla