Mid-level Helpdesk Support Specialist

Position Overview We are seeking a dedicated professional to serve as the first point of contact for end-user IT technical assistance. The primary purpose of this role is to provide effective first-level support for all computer systems, hardware, and software, with a focus on the Windows operating system. This position is integral to maintaining daily system performance and ensuring user productivity by delivering timely solutions via phone, email, or Teams. Key responsibilities include diagnosing and resolving technical issues, installing and repairing computer software, and performing basic network triage for LAN, WAN, and wireless connectivity. You will also handle basic user administration in our hybrid Active Directory environment, such as password resets and account unlocks, and troubleshoot Microsoft 365 issues. As a critical part of our support structure, you will escalate unresolved queries to the appropriate next-level teams. A significant aspect of this role involves contributing to and maintaining our knowledge base, which is transitioning to Confluence, to empower users and reduce recurring problems. Position title: Mid-level Helpdesk Support Specialist Location: Remote - Colombia Key Responsibilities - Serve as the first point of contact for end-users, providing technical assistance and first-contact resolution for issues related to computer systems, hardware, and software via phone, email, or Teams. - Diagnose and resolve technical issues by guiding users through problem solving steps, utilizing remote control software, and applying effective questioning techniques to determine the root cause. - Install, modify, and repair computer software, and peripherals for end-users, primarily within a Windows operating system environment. - Serve as the first point of contact for end users, providing first level support and triage for Windows related issues through Jira Service Management tickets. - Perform basic user administration tasks within a hybrid Azure AD, including unlocking accounts and resetting passwords. - Troubleshoot end-user issues within the Microsoft 365 suite, focusing on problem resolution rather than system administration. - Perform basic network triage to resolve connectivity issues related to LAN, WAN, and wireless access points, escalating complex problems to the appropriate teams. - Document, track, and monitor all support requests using help desk software, ensuring timely resolution and follow-up with end-users. - Contribute to and maintain the technical knowledge base in Confluence, documenting procedures and solutions to support self-help resources and team reference. - Develop and conduct training sessions for end-users on computer systems and software applications. - Identify recurring issues and collaborate on implementing solutions to reduce repeat problems and improve user experience. - Participate in an on-call rotation to provide after-hours support as required. Required Skills & Experience - Bachelor’s degree or a minimum of 3 years of experience in a client support, application administration, or help desk support role. - Proven experience providing remote help desk and desktop support, including diagnosing, guiding, and resolving issues related to computer hardware, software, and peripherals through virtual and phone-based assistance. - Proficiency in administering and troubleshooting Windows operating systems. - Experience as the first point of contact for end users, providing first level support and triage for Windows related issues through Jira Service Management tickets. - Experience with basic user administration in a hybrid Azure AD/On-premise Active Directory environment, such as unlocking accounts and resetting passwords. - Strong troubleshooting skills for Microsoft 365 and the Microsoft Office suite. - Working knowledge of help desk software and remote control tools. - Experience with basic network triage for LAN, WAN, and wireless connectivity issues. - Demonstrated abilit…