Junior IT Support Specialist
Description
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 seeking a highly reliable IT Support Specialist to provide first-line technical support and ensure the smooth operation of end-user technology across the organization. This role is responsible for troubleshooting hardware, software, connectivity, and desktop support issues while delivering a high level of customer service and maintaining timely, accurate ticket handling.
The ideal candidate has hands-on experience supporting Windows environments, user devices, and core Microsoft ecosystem tools, with the ability to diagnose issues, guide users clearly, and escalate appropriately when needed. This position requires strong ownership, responsiveness, and documentation discipline, but does not require coding or software development skills. This role follows a standard schedule of 8:00 AM to 5:00 PM EST, with occasional adjustments that may include splitting Friday hours with Saturday morning support, while maintaining a standard 40-hour workweek.
Key Responsibilities
- Provide day-to-day technical support for end users across hardware, software, connectivity, and desktop-related issues.
- Troubleshoot and resolve issues affecting desktops, laptops, mobile devices, peripherals, and standard business applications.
- Install, configure, and maintain Windows-based workstations within Microsoft Active Directory, Microsoft Entra ID, Intune, and Office 365 environments.
- Respond to user inquiries through Jira, phone, email, chat, or other approved communication channels.
- Own assigned support tickets from intake through resolution, ensuring accurate documentation of troubleshooting steps, updates, and outcomes.
- Escalate complex issues to the appropriate internal teams, including Systems, Data, or Network Engineers, when necessary.
- Coordinate with third-party vendors for escalated incidents, hardware issues, or project-related support.
- Support employee onboarding and offboarding activities, including account setup, device provisioning, and access coordination.
- Perform routine workstation maintenance, software updates, patching, and basic system administration support.
- Assist users with software setup and educate them on best practices to improve efficiency and self-sufficiency.
- Contribute to the creation and maintenance of helpdesk documentation, FAQs, and support resources.
- Support organization-wide IT initiatives and service desk process improvements as needed.
Required Qualifications
- 1+ years of experience in IT support, helpdesk, desktop support, or a related technical support role.
- Experience supporting Windows-based environments and Microsoft productivity tools.
- Hands-on experience with:
- Microsoft Office 365
- Active Directory
- Microsoft Entra ID (Azure AD)
- Intune
- Microsoft Teams
- Experience using Jira or another ITSM/ticketing platform in a structured support environment.
- Strong understanding of end-user device troubleshooting, including desktops, laptops, mobile devices, and peripherals.
- Ability to diagnose technical issues, provide step-by-step guidance, and escalate appropriately.
- Strong written and verbal communication skills in English.
- Ability to manage multiple support requests while maintaining service quality and documentation accuracy.
Nice to Have
- Bachelor’s degree or equivalent practical experience.
- Experience with Microsoft Azure environments.
- Familiarity with asset management processes and tools.
- Exposure to IT service management frameworks such as ITIL or COBIT.
- Experience contributing to service desk improvements, knowledge base documentation, or process optimization.
Soft Skills
- Strong customer service mindset and professional communication style.
- High sense of ownership and accountability in ticket follow-up and resolution.
- Strong organizational and time-management skills.
- Ability to work independently while collaborating with cross-functional technical teams.
- Detail-oriented approach to documentation and issue tracking.
- Calm, solution-oriented attitude when handling technical issues and end-user requests.
What Success Looks Like
- Support tickets are handled promptly and within agreed response-time SLAs.
- End users receive clear, professional, and effective support across all interactions.
- Customer satisfaction remains consistently high through timely resolution and strong communication.
- Assigned tickets are accurately documented and followed through to completion.
- Escalations are made appropriately, with enough context to enable efficient resolution by other teams.
- Onboarding, offboarding, and routine support activities are completed reliably and with minimal disruption to users.
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.