Technical Support Specialist

Infinite Computer Solutions; Bogotá ciudad; Presencial; COP 20.088.000 - 31.248.000; Jornada completa

Descripción de la vacante

Infinite is seeking a Desktop Support Technician to serve as the front line for IT support requests. You will troubleshoot hardware and software, assist users with access issues, and document all interactions in the ticketing system with detailed resolution steps.

You will escalate complex issues per protocol and maintain proficiency with Windows and macOS, as well as common enterprise applications like Office 365 and Teams. Healthcare environment experience is a plus.

Formación

• 2+ years in desktop support, help desk, or IT customer service.
• Strong communication and customer service skills.
• Willingness to travel within assigned geographical areas.

Responsabilidades

• Serve as point of contact for IT support requests via ticketing systems.
• Troubleshoot and resolve basic hardware and software issues for desktops, laptops, and peripherals.
• Assist users with login/access issues and basic application usage.
• Document all support interactions in the ITSM system with notes and resolution steps.
• Escalate unresolved or complex issues to Tier 2 per protocol.
• Respond to, triage, and resolve IT requests in line with SLAs.
• Image, install and configure standard desktop hardware and software per standards.
• Strong knowledge of Windows and macOS; familiarity with MS Office 365 and Teams.
• Ensure compliance with IT policies and HIPAA privacy standards.

Conocimientos

Customer service

Communication

Troubleshooting

Travel readiness

Herramientas

Ivanti

Microsoft Office 365

Windows/macOS

Descripción del empleo

About Infinite:

Infinite is a global leader in digital engineering and IT services, with over 20 years of experience driving digital transformation. We partner with leading Fortune 1000 companies to deliver innovative, scalable technology solutions that accelerate business outcomes.

With deep expertise in telecommunications, healthcare, banking, and finance, Infinite helps organizations optimize and modernize their technology landscapes to achieve long-term growth and efficiency.

Role: Desktop Support Technician

• Serve as a point of contact for IT support requests via communication and or ticketing systems.
• Troubleshoot and resolve basic hardware and software issues for desktops, laptops, thin clients, mobile devices, printers, and all peripherals.
• Assist users with login/access issues and basic application usage.
• Document all support interactions in the IT service management system with detailed notes and resolution steps.
• Escalate unresolved or complex issues to Tier 2 support according to established protocols.
• Respond to, triage, and resolve IT support requests through the ticketing system in line with established SLAs.
• Image, install and configure standard desktop hardware and software per IT standards and policies.
• Strong knowledge of Windows and macOS operating systems; experience with common enterprise applications (Microsoft Office 365, Teams, etc.).
• Ensure compliance with IT policies, security protocols, and HIPAA privacy standards.
• Maintain a professional and courteous demeanor, especially in high-stress or urgent situations.

Qualifications:

Required:

• 2+ years of experience in a desktop support, help desk, or IT customer service role (internships or equivalent experience accepted).
• Basic understanding of Windows operating systems, IOS, Microsoft Office Suite, and standard desktop hardware.
• Strong communication and customer service skills.
• Ability to follow detailed instructions and escalation issues appropriately.
• Willingness to work in a healthcare environment and interact with clinical staff.
• Understanding of basic IT troubleshooting principles.
• Willingness to travel within assigned geographical areas

Preferred:

• Experience working in a healthcare or other regulated environment.
• Basic understanding of network wireless, voice, and security technologies
• Familiar with current operating systems
• Familiarity with EMR/EHR systems (e.g., Epic, Cerner).
• Knowledge of ticketing systems such as Ivanti.
• CompTIA A+ or other entry-level IT certifications