Service Desk Analyst

Infinite Computer Solutions; Bogotá ciudad; Hybrid; COP 27,900,000 - 50,220,000; Full time

Job summary

Infinite Computer Solutions in Bogotá seeks L2 Technical Support Specialists who can resolve escalated IT issues, install and configure hardware/software, and provide deskside and remote support across enterprise apps.

The role requires 2–5 years of End User/Desktop Support experience, strong English, familiarity with ServiceNow, Windows 10/11, and a willingness to work 24x7 rotational shifts in a hybrid onsite setting.

Qualifications

• Bachelor’s degree in computer science, IT, or related field.
• Strong verbal and written English communication.
• Familiarity with Windows OS, MS Office, Outlook, and ServiceNow or similar ITSM tools.
• Willingness to work 24x7 rotational shifts.

Responsibilities

• Handle escalations from L1 – advanced OS/software/hardware troubleshooting.
• Execute IMAC (Installs, Moves, Adds, Changes) and PC refresh activities.
• Maintain and update asset inventory and ServiceNow records.
• Coordinate with field support, end users, and application teams.
• Assist with VPN setup, MFA, BitLocker, and remote access issues.
• Work closely with TechTrack/NexThink for proactive endpoint management.

Skills

English communication

Windows OS

MS Office

Outlook

ServiceNow/ITSM

Education

Bachelor’s degree in Computer Science or IT

Tools

RDP

Bomgar

Active Directory

MFA

Job description

We are looking for highly motivated L1 Service Desk Analysts to act as the first point of contact for all IT-related issues. The ideal candidate will handle user requests via phone, chat, or email, provide basic troubleshooting, log and classify incidents, and elevate complex issues as needed. A strong customer service mindset, excellent communication skills, and attention to detail are critical for success.

Key Responsibilities:

• Receive and respond to IT tickets via phone, email, chat, and self-service.
• Troubleshoot standard hardware/software issues (e.g., password resets, VPN, printers).
• Log, prioritize, and route incidents in ServiceNow with accurate details.
• Follow KB articles and troubleshooting scripts to provide first-contact resolution.
• Ensure SLA targets are met for response time, ticket closure, and escalations.
• Escalate unresolved issues to L1.5 or L2 with diagnostics included.
• Maintain high customer satisfaction and professionalism.

Required Skills & Qualifications:

• Bachelor’s degree or Diploma in Computer Science, IT, or related field.
• Strong verbal and written English communication.
• Familiarity with Windows OS, MS Office, Outlook, and ServiceNow or similar ITSM tools.
• Willingness to work 24x7 rotational shifts.

Good to Have:

• Experience with remote troubleshooting tools (e.g., RDP, Bomgar).
• Basic understanding of Active Directory and MFA systems.
• Certifications like CompTIA A+ or Microsoft Certified: Fundamentals.

Job Title: L2 – Technical Support Specialist

Organization Name: [Client / MSP Name]

Job Type: Staff Augmentation (12-month contract, extendable)

Base Location: Onsite/Hybrid (Multiple Sites)

Experience: 2–5 Years

Shift Timing: 24x7 Rotational / General Shift (based on project needs)

Prerequisite: Strong hands-on IT support and troubleshooting capabilities

Range of Year Experience - Min Year: 2

Range of Year Experience - Max Year: 5 years

Relevant Experience: Minimum 2 years in End User or Desktop Support

Role Summary:

We are seeking L2 Technical Support Specialists who can resolve complex IT issues escalated from L1 teams and provide deskside and field support across hardware, OS, and enterprise applications. The role includes hands‑on installation, configuration, and asset lifecycle management support.

Key Responsibilities:

• Handle escalations from L1 – advanced OS/software/hardware/network troubleshooting.
• Execute IMAC (Installs, Moves, Adds, Changes) and PC refresh activities.
• Maintain and update asset inventory and ServiceNow records.
• Coordinate with field support, end users, and application teams.
• Assist with VPN setup, MFA, BitLocker, and remote access issues.
• Work closely with TechTrack/NexThink for proactive endpoint management.

Required Skills & Qualifications:

• Strong technical skills in Windows 10/11, Mac OS, Microsoft 365.
• Experience with imaging, patching, and software deployment tools (e.g., SCCM).
• Knowledge of asset tracking and IT inventory management.
• Excellent problem-solving and documentation skills.
• Hands‑on experience with ticketing tools (ServiceNow).

Good to Have:

• Experience supporting SharePoint, PowerBI, and other enterprise apps.
• Exposure to NexThink, Workspace ONE (AirWatch), or similar tools.