IT Support Specialist — Fast-Paced Helpdesk & Impactful Solutions

Carbon Health; Puerto Bogotá; On-site; COP 30,000,000 - 54,000,000; Full time

Job summary

Carbon Health in Colombia seeks an IT Support Specialist to empower our Support Engineering team. You will triage and resolve 60+ tickets weekly, assist employees remotely, and document troubleshooting steps clearly to support service levels.

As part of our security-forward culture, you will reinforce access management, follow Jira workflows, troubleshoot MacOS and Windows, and deliver empathetic, value-driven customer service that helps patients and staff stay productive.

Qualifications

• High School Diploma or equivalent experience.
• Resolve 60+ tickets weekly within SLA of 30 minutes to 1 hour.
• Assist employees remotely via phone, chat, video calls.
• Troubleshoot MacOS and Windows issues and peripherals.
• Understand password and security policies like MFA.
• Document findings and workflows in a timely, organized way.
• Provide outstanding customer service with empathy.

Responsibilities

• Triages and resolves Carbon Health IT tickets, escalating when needed.
• Assist employees remotely via written, video, and calls with clear notes.
• Follow troubleshooting guides and Jira escalation paths.
• Deliver prompt, courteous IT support to staff.
• Assist with access management and security policy compliance.
• Troubleshoot hardware and software across devices and peripherals.

Skills

Ticket triage

Remote support

MacOS troubleshooting

Windows troubleshooting

SLA adherence

Documentation

Customer service

Security policy (MFA)

Access management

Education

High School Diploma

Tools

Jira

Google Workspace

Okta

Atlassian Cloud

Meraki

Mosyle MDM

Job description

Carbon Health in Colombia seeks an IT Support Specialist to empower our Support Engineering team. You will triage and resolve 60+ tickets weekly, assist employees remotely, and document troubleshooting steps clearly to support service levels.

As part of our security-forward culture, you will reinforce access management, follow Jira workflows, troubleshoot MacOS and Windows, and deliver empathetic, value-driven customer service that helps patients and staff stay productive.