Helpdesk Support Specialist
Description
Position title: Helpdesk Support Specialist
Location: Colombia
Position Overview
The primary purpose of this role is to provide vital technical support and maintain the integrity of internal tech systems. Key responsibilities include monitoring essential business systems, troubleshooting technical issues, documenting cases, and ensuring the continued efficiency of technology infrastructures such as AS400 and Jira Service Management. This position plays a crucial role within the Tech Services team, collaborating with colleagues across departments to sustain operational readiness and customer satisfaction. Candidates are expected to possess intermediate technical troubleshooting and ticket management skills, along with a strong customer service orientation and adaptability to evolving technologies.
What You Will Be Doing
- Provide comprehensive support for technical troubleshooting across various systems, including AS400, WMS, and proprietary applications, ensuring immediate resolution or timely escalation of complex issues.
- Monitor vital business systems and computer setups continuously to guarantee their optimal performance and prompt resolution of hardware, software, or access-related issues.
- Supervise daily system processes, including real-time performance monitoring, and conduct nightly operations on AS400 and other systems to ensure preparedness for the next business day.
- Manage and prioritize helpdesk tickets efficiently using Jira Service Management, ensuring accurate documentation and timely issue resolution.
- Assist in software installations and upgrades, maintaining detailed records of user-submitted tickets and their resolutions for future reference.
Required Skills & Experience
- 1-3 years of related IT technical support experience.
- Intermediate proficiency in technical troubleshooting, particularly with hardware, software, and network issues.
- Strong customer service orientation with patience in assisting users.
- Intermediate ticket management skills, with the ability to skillfully prioritize and handle helpdesk tickets.
- Effective communication skills to convey technical information to non-technical users and collaborate with team members.
- Problem-solving skills using logical thinking to identify root causes and implement solutions.
- Adaptability to stay updated on evolving technologies and adapt to changes in hardware, software, and user needs.
- Proficiency with Microsoft Office Programs (Excel, Word, Outlook) and Google Suite (Docs, Sheets, Slides).
- Knowledge of iPad iOS, Apple Mac OS, and Microsoft Windows Operating System.
Nice to Haves
- Experience with Linux operating systems.
- Familiarity with ITIL framework and best practices.
- ITF+ and A+ certifications are preferred but not required.
- Certification in CompTIA Network+.
- Basic knowledge of cybersecurity principles and practices.
- Strong analytical skills for assessing trends and patterns in technical data.
- Demonstrated ability to work efficiently in fast-paced and dynamic environments.
Soft Skills
- Exceptional Customer Service: Demonstrate patience and a strong service orientation in assisting users, ensuring positive interactions and satisfaction.
- Effective Communication: Clearly convey technical information to non-technical users and collaborate with team members to resolve complex issues.
- Advanced Problem Solving: Utilize logical thinking for identifying root causes and implementing effective solutions to technical challenges.
- Adaptability: Stay current with evolving technologies and be flexible to adapt to new software and hardware requirements.
- Proficient Team Collaboration: Work cohesively with colleagues, share insights, and escalate complex problems for collective resolution.
Why You Will Love Working with 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.