It Help Desk - INTL Colombia

Insight Global is seeking an IT Help Desk Technician to provide exceptional technical support to internal users while delivering a high level of customer service. This role will serve as a primary point of contact for resolving hardware, software, and operational issues through phone, chat, and email support. The technician will manage and prioritize help desk tickets based on urgency, ensure timely resolution within established service level agreements, and escalate complex issues to specialized IT teams when necessary. Responsibilities include troubleshooting user issues using tools such as Microsoft Teams, ServiceNow, Cisco WebEx, and Bomgar Remote Support, while maintaining detailed documentation of all resolutions and escalations. The ideal candidate will collaborate closely with fellow analysts, senior technicians, and IT leadership to resolve technical challenges, improve support processes, and ensure a seamless and positive end-user experience.

• 1 - 3 years of experience in customer service or IT helpdesk experience.

• Advanced English Proficiency (Level B2-C1)

• Extensive experience supporting a wide variety of hardware and software platforms, including desktops, laptops, printers, peripherals, Windows 11, Mac OS X, Active Directory, Microsoft Office 365 and mobile devices (iPhone/iPad, Android, Windows Phone) * Bachelor’s degree

• CompTIA A+ or Google IT Support Professional certifications

• Familiarization with Service-Now

• Familiarization with Cisco WebEx

• Familiarization with Bomgar/BeyondTrust Remote

Support tool or industry-like