IT Helpdesk Associate

Jobtailor; Bogotá; Presencial; COP 60.000.000 - 120.000.000; Jornada completa

Descripción de la vacante

Jobtailor is seeking an experienced IT Administrator to supervise service requests, incidents, and problems, coordinating urgent support and orchestrating onboarding and offboarding for all staff and contractors.

You will partner with Security to maintain a secure digital environment, monitor IT systems, and keep inventory, knowledge base, and ticketing data up to date. Remote/workflow considerations and ongoing IT projects are part of the role.

Formación

• 3+ years of IT experience.
• Experience with SaaS tools such as Okta, Kandji/Intune, Google Suite, etc.
• Familiarity with basic networking to support warehouse IT infrastructure.
• Experience with asset management and purchasing.
• Some security experience and exposure.
• Experience with mobile asset management, including scanners and Android devices.
• Bachelor’s degree in related field or equivalent years of experience.
• Customer service and communication skills.
• Project and program management skills.
• Working knowledge of SaaS applications.
• Knowledge of SSO integrations, network hardware and software solutions, and cloud infrastructure/connectivity.
• ITIL knowledge and understanding of IT best practices.

Responsabilidades

• Oversee 100% of service requests, incidents, and problems.
• Manage and coordinate urgent and complicated support issues.
• Determine root causes and communicate with internal and external customers.
• Handle onboarding and offboarding for all employees and contractors.
• Partner with the Security team to create a secure digital environment.
• Monitor performance and maintain systems managed by IT.
• Maintain and update inventory records, knowledge base, and ticketing system information.
• Participate in an on-call monitoring rotation.
• Maintain and streamline identity access management.
• Create and maintain documentation and IT policies.
• Oversee remote employee infrastructure, software and account management, equipment, assets, licenses, and day-to-day helpdesk requests.
• Report directly to the Senior Manager of IT.
• Tackle small to medium projects involving technical and logistical challenges.

Conocimientos

IT Service Management

Customer Service

Communication Skills

Project Management

Creative Problem-Solving

Security Awareness

Vendor/Stakeholder Coordination

Educación

Bachelor's degree in Information Technology or related field

Herramientas

Okta

Kandji/Intune

Google Suite

Unifi

Remote Access Solutions

Descripción del empleo

• Oversee 100% of service requests, incidents, and problems
• Manage and coordinate urgent and complicated support issues
• Determine root causes and communicate appropriately with internal and external customers
• Handle onboarding and offboarding for all employees and contractors
• Partner with the Security team to create a secure digital environment
• Monitor performance and maintain systems managed by IT
• Maintain and update inventory records, knowledge base, and ticketing system information
• Participate in an on-call monitoring rotation
• Maintain and streamline identity access management
• Create and maintain documentation and IT policies
• Oversee remote employee infrastructure, software and account management, equipment, assets, licenses, and day-to-day helpdesk requests
• Report directly to the Senior Manager of IT
• Tackle small to medium projects involving technical and logistical challenges

Requirements

• 3+ years of IT experience
• Experience working with SaaS tools such as Okta, Kandji/Intune, Google Suite, etc.
• Familiarity with basic networking to support warehouse IT infrastructure
• Experience with asset management and purchasing
• Some security experience and exposure
• Experience with mobile asset management, including scanners and Android devices
• Bachelor’s degree in a related field such as Information Technology, Management Information Systems, or Computer Science, or equivalent years of experience without a degree
• Customer service and communication skills
• Project and program management skills
• Working technical knowledge of modern helpdesk and enterprise technologies
• Working knowledge of SaaS applications
• Knowledge of SSO integrations, network hardware and software solutions such as Unifi, remote access solutions, secure endpoint solutions, and cloud infrastructure/connectivity
• Creative problem-solving skills
• 3+ years of relevant education and/or work experience
• ITIL knowledge and understanding of IT best practices

Core Competencies

Demonstrates expertise in IT service management, including incident and problem resolution, asset management, and identity access management. Proficient in utilizing SaaS tools and maintaining secure digital environments while ensuring effective communication and customer service.

Highest-signal resume keywords

• IT Service Management
• SaaS Tools Experience
• Asset Management
• Identity Access Management
• ITIL Knowledge

Hard Skills

• Incident Management
• Problem Resolution
• Asset Management
• Networking Knowledge
• Mobile Asset Management
• Helpdesk Technologies
• SSO Integrations
• Cloud Infrastructure
• Documentation Creation
• Project Management

Soft Skills

• Customer Service Skills
• Communication Skills
• Creative Problem-Solving

Industry Keywords

• IT Best Practices
• Digital Security
• Onboarding and Offboarding
• Knowledge Base Management
• Ticketing System

Tools & Technologies

• Okta
• Kandji/Intune
• Google Suite
• Unifi
• Remote Access Solutions