Helpdesk Specialist
Description
Helpdesk Support Specialist
Company Overview:
Lean Tech is a rapidly expanding organization situated in Medellín, Colombia. We pride ourselves on possessing one of the most influential networks within software development and IT services for the entertainment, financial, and logistics sectors. Our corporate projections offer a multitude of opportunities for professionals to elevate their careers and experience substantial growth. Joining our team means engaging with expansive engineering teams across Latin America and the United States, contributing to cutting-edge developments in multiple industries.
We are looking for a Helpdesk Support Specialist who’s ready to go beyond basic support and take ownership of support processes, help define internal SLAs, and become a reliable go-to contact for internal and client-facing issue resolution. This person will not only respond to daily technical requests but will also help optimize our support operations, assisting in building a more structured helpdesk with the right escalation paths and proactive monitoring. If you're passionate about helping users, documenting solutions, and progressively owning more of the support lifecycle, we’d love to hear from you.
Position Title: Helpdesk Support Specialist
Location: Remote (LATAM)
Schedule: Monday to Friday, 8:00AM - 5:00PM EST/CST
What you will be doing:
- Respond to incidents related to:
- Account creation / termination / role changes
- Password resets and user permissions
- VPN / Active Directory / shared file systems
- Support onboarding/offboarding tasks and system access management.
- Troubleshoot logs and alerts, restart processes or perform manual pushes.
- Identify recurring issues and propose improvements to SOPs or automation.
- Assist in structuring SLAs, ticket categories, and escalation paths.
- Generate and maintain support reports, including data validation and cleanup.
- Create or update documentation for knowledge base / internal wiki.
- Support simple SQL queries and PowerShell scripts (as needed).
- Assist with EDI/API support and minor data migrations (training can be provided).
- Collaborate with engineering and platform teams during rollouts or troubleshooting.
Requirements & Qualifications
To excel in this role, you should possess:
Core Requirements
- 2+ years of Helpdesk, Technical Support, or IT Support experience.
- Experience with ticketing systems (e.g., Jira, ServiceNow, Zendesk).
- Working knowledge of Windows OS, Active Directory, VPNs, and user permissions.
- Ability to solve issues independently and escalate when needed with context.
Proficient in English (B2 minimum – written and spoken). - Strong attention to detail and ability to document actions clearly.
- A mindset of continuous improvement and service ownership.
Bonus Points (Nice to Have)
- Familiarity with SQL queries, PowerShell, or scripting basics.
- Experience supporting SaaS platforms or cloud-based tools.
- Exposure to API or EDI workflows.
- Comfortable assisting with data migration, QA, or bulk updates.
- Knowledge of basic ITIL or helpdesk best practices.
Soft Skills
- Strong interpersonal and communication skills.
- Proactive, curious, and able to suggest improvements.
Comfortable working in fast-paced, cross-functional environments. - Independent, resourceful, and accountable for follow-through.
Why you will love Lean Tech:
- Join a powerful tech workforce and help us change the world through technology
- Professional development opportunities with international customers
- Collaborative work environment
- Career path and mentorship programs that will lead to new levels.
Join Lean Tech and contribute to shaping the data landscape within a dynamic and growing organization. Your skills will be honed, and your contributions will play a vital role in our continued success. Lean Tech is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.