Senior IT Helpdesk Technician

Porch Group; Colombia; Remote; COP 42,408,000 - 55,242,000; Full time

Job summary

Porch Group is seeking a Senior IT Helpdesk Technician to lead analysis, troubleshooting, and resolution of complex IT issues within IT Operations. You will mentor junior technicians, drive process improvements, and provide expert support via phone, chat, and remote tools for Windows, MacOS, and enterprise apps.

The role emphasizes security, patch management, scripting, and collaboration with cross-functional teams to support a SaaS environment from a remote Colombia-based setup.

Qualifications

• Bachelor’s degree in an IT-related field or 6+ years of progressive IT support experience.
• Strong knowledge of ITIL frameworks and security best practices.
• Experience leading IT helpdesk teams and mentoring staff.
• Proficiency in scripting and automation to optimize workflows.

Responsibilities

• Oversee setup, configuration, and deployment of equipment for employee use.
• Monitor work orders, troubleshoot tickets, and meet SLAs.
• Maintain helpdesk systems with ticket updates and data collection.
• Lead re-imaging of laptops/desktops for redeployments.
• Install and configure Windows and MacOS and enterprise software.
• Provide advanced technical support and mentor junior staff.
• Develop and maintain IT knowledge base and training materials.
• Design and implement scripting/automation to streamline tasks.
• Enforce security standards and patch management for endpoints.

Skills

Leadership

Communication

Scripting (PowerShell/Bash/Python)

ITIL knowledge

Troubleshooting

Project management

Education

Bachelor’s degree in IT or related field / 6+ years experience

Tools

Fresh Service

NinjaOne

Okta

Windows

MacOS

Job description

Porch Group is a leading vertical software and insurance platform and is positioned to be the best partner to help homebuyers move, maintain, and fully protect their homes. We offer differentiated products and services, with homeowners insurance at the center of this relationship. We differentiate and look to win in the massive and growing homeowners insurance opportunity by

• providing the best services for homebuyers
• led by advantaged underwriting in insurance
• to protect the whole home.

As a leader in the home services software-as-a-service (“SaaS”) space, we’ve built deep relationships with approximately 30 thousand companies that are key to the home-buying transaction, such as home inspectors, mortgage companies, and title companies.

In 2020, Porch Group rang the Nasdaq bell and began trading under the ticker symbol PRCH. We are looking to build a truly great company and are JUST GETTING STARTED.

Job Title: Senior IT Helpdesk Technician

Location: Colombia

Workplace Type: Remote

This role is employed through RemoFirst, Porch Group's Employer of Record partner in Colombia. Your employment will be legally administered through RemoFirst, while your day-to-day work is led by Porch Group.

The future is bright for the Porch Group, and we’d love you to be a part of it as a Senior IT Helpdesk Technician.

As the Senior IT Helpdesk Technician at Porch, you will lead the analysis, troubleshooting, and resolution of complex end-user and technology issues within the Porch Group’s Information Technology Operations department. This role is pivotal in providing advanced technical support to Porch Group employees, mentoring junior technicians, and driving process improvements to enhance IT service delivery.

Additionally, you will provide expert assistance via telephone, chat, and advanced remote tools, delivering best practices and guidance on business-specific applications and hardware. The ideal candidate will have extensive experience of troubleshooting IT products, including Microsoft Windows, MacOS, Office 365, MacOS, MS Teams, Slack, Zoom, RingCentral and other enterprise-grade hardware and software.

What You Will Do As A Senior IT Helpdesk Technician

• Oversee the setup, configuration, and deployment of equipment for employee use, ensuring compliance with IT standards.
• Proactively monitor and manage work orders, troubleshoot tickets, and ensure adherence to service-level agreements (SLAs) for timely resolution.
• Maintain and enhance helpdesk systems, including ticket updates, status tracking, and data collection from emails and calls to provide high-quality user support.
• Lead laptop and desktop re-imaging processes for redeployments, ensuring optimal performance and security.
• Ensure proper installation and configuration of operating systems (Windows, MacOS) and enterprise software applications.
• Provide advanced technical support to resolve complex software and hardware issues, mentoring junior team members as needed.
• Develop, maintain, and enhance an IT knowledge base, including detailed technical documentation, procedures, and user training materials.
• Install, configure, and troubleshoot operating systems, software applications peripheral devices, and network connectivity issues at an advanced level.
• Deliver exceptional customer service by resolving employee IT issues via email, chat, telephone, or in-person in a professional and approachable manner.
• Manage user account administration, including creating, modifying access permissions, and decommissioning accounts securely.
• Design and implement scripting and automation solutions to streamline repetitive tasks and improve operational efficiency.
• Design and implement scripting and automation solutions to streamline repetitive tasks and improve operational efficiency.
• Design and implement scripting and automation solutions to streamline repetitive tasks and improve operational efficiency.
• Enforce security standards, oversee patch management for supported endpoints, and ensure compliance with regulatory frameworks such as SOX and PCI.;margin-top:12.0pt;">Enforce security standards, oversee patch management for supported endpoints, and ensure compliance with regulatory frameworks such as SOX and PCI.
• Enforce security standards, oversee patch management for supported endpoints, and ensure compliance with regulatory frameworks such as SOX and PCI.;margin-top:12.0pt;">Enforce security standards, oversee patch management for supported endpoints, and ensure compliance with regulatory frameworks such as SOX and PCI.
• Collaborate with cross-functional teams to resolve complex IT issues and contribute to strategic IT initiatives.
• Collaborate with cross-functional teams to resolve complex IT issues and contribute to strategic IT initiatives.
• Collaborate with cross-functional teams to resolve complex IT issues and contribute to strategic IT initiatives.
• Lead IT-related projects, including system upgrades, process improvements, and technology deployments, as assigned.
• Lead IT-related projects, including system upgrades, process improvements, and technology deployments, as assigned.
• Lead IT-related projects, including system upgrades, process improvements, and technology deployments, as assigned.
• Stay current with emerging technologies and recommend innovative solutions to enhance IT support operations.
• Stay current with emerging technologies and recommend innovative solutions to enhance IT support operations.
• Stay current with emerging technologies and recommend innovative solutions to enhance IT support operations.
• Perform other IT related duties or projects, as assigned.

What You Will Bring As A Senior IT Helpdesk Technician

• Bachelor’s degree in an IT-related field or 6+ years of progressive experience in corporate IT support roles.
• 6+ years of relevant corporate IT support experience, ideally in a high-growth, dynamic SaaS environment
• In-depth knowledge of regulatory compliance standards, including SOX, PCI, and other relevant frameworks, to ensure adherence to legal and security requirements.
• Advanced understanding of IP addressing, DHCP, DNS, and routing, with the ability to troubleshoot complex network issues.
• Proficiency in scripting and automation (e.g., PowerShell, Bash, or Python) to optimize IT workflows.
• Relevant IT certifications (e.g., CompTIA A+, Network+, ITIL, Microsoft Certified Professional, or equivalent) are highly desirable.
• Experience leading IT helpdesk teams or mentoring junior technicians.
• Familiarity with ITIL frameworks and best practices for IT service management.
• Advanced knowledge of enterprise tools such as Fresh Service, NinjaOne, Okta, or other IT management platforms.
• Proven ability to manage large-scale IT deployments or system migrations.
• Expert-level knowledge of Microsoft Windows and MacOS operating systems, with advanced troubleshooting capabilities.
• Superior organizational and prioritization skills, with the ability to assess business impact and manage competing priorities effectively.
• Strong leadership and interpersonal skills, with a proven ability to build relationships across multiple business functions.
• Exceptional communication skills (verbal and written in English), with a focus on clarity, professionalism, and mentoring junior staff.
• Ability to manage multiple concurrent projects and adapt to rapidly changing priorities in a fast-paced environment.
• Workspace: A quiet space to work, an internet connection of at least 30 Mbps download | 10 Mbps upload

The application window for this position is anticipated to close in 2 weeks (10 business days) from 10/28/26. Please know this may change based on business and interviewing needs.

What You Will Get Supporting Porch Group

Pay Range: COP 3,800,000.00 to COP 4,950,000.00 salary per month