Help Desk Support - ServiceNow

The IT Support Specialist (Tier 1) is the first point of contact for end-users seeking technical assistance. This role will monitor, operate, troubleshoot, and resolve Level 1 technical issues remotely, ensuring staff and scholars have the tools they need to succeed. Utilizing ServiceNow and other remote diagnostic tools, this individual will perform a broad range of customer assistance, software deployment, remote equipment troubleshooting, and access management.

COMPETENCIES & RESPONSIBILITIES

• Ticket Management: Triage, accurately log, and respond to inbound support requests via ServiceNow, ensuring SLAs are met for first-call resolution and response times.
• Remote Technical Support: Provide first-line remote support for personal computer hardware, software, and specialized technology; escalate complex Level 2/Level 3 issues to appropriate internal teams.
• System Health & Maintenance: Conduct routine remote health checks and audits on enterprise systems to proactively ensure software and security compliance.
• Device Configuration: Assist in the remote setup, zero-touch provisioning, and configuration of laptops and peripherals for onboarding employees.
• Software Management: Push remote software installations, updates, and repairs using endpoint management tools.
• Asset Management: Track and maintain accurate records of distributed hardware and software licenses within ServiceNow's CMDB/Asset Management modules.
• Knowledge Management: Develop, test, and publish user documentation, how-to guides, and Knowledge Base (KB) articles within ServiceNow.
• Vendor Liaison: Communicate with external hardware and software vendors to resolve ongoing remote issues.

• Advanced English level (B2 or higher)
• 2+ years of direct experience in enterprise-level IT customer and application support (remote support experience highly preferred).
• Hands-on experience using ServiceNow for ticket management, asset tracking, and knowledge base utilization.
• Core Systems: Experience supporting and troubleshooting core enterprise applications, including Okta, Google Workplace, Workday, and JAMF.
• Networking: Foundational knowledge of network protocols and standards, including remote troubleshooting for Macs, Chromebooks, and peripherals
• Communication: Excellent oral and written interpersonal communication skills, with a focus on delivering empathetic and patient customer service over the phone or chat.
• Project Skills: Exposure to project-based work structures and IT project lifecycle models.
• Work Ethic: Highly self-motivated and directed, with keen attention to detail and the ability to prioritize and execute tasks in a high-pressure environment.
• Team Player: Experience working collaboratively in a distributed, team-oriented environment.

This is an 100% Onsite position in our Bogotá, Colombia offices (Torre Krystal).