Job Title
IT Service Desk Technician
Job Description
The KI CO Service Desk Technician will provide technical support to management and faculty/staff. He/she will support the IT Department with receiving, prioritizing, documenting and actively resolving IT support tickets. Incident resolution may involve the use of remote management tools or in-person on-site visits. In addition, the Service Desk Technician will assist with company-wide technology deployments and work on special projects as assigned.
Key job responsibilities include, but not limited to:
Fielding Service Desk calls and coordinating incident resolution
Provisioning of user accounts
Learning and becoming proficient with core technologies
Troubleshooting general hardware and software issues
Maintain detailed documentation of all actions and caller correspondence within support tickets
Effectively prioritize and manage support tickets to ensure timely and accurate resolution
Assisting with company-wide technology deployments
Fulfilling Service Desk roles as instructed by Service Desk Manager
Alerting Service Desk Manager to emerging trends in incidents
Evaluating documented resolutions and contributing to the resolutions library
Performing preventative maintenance when required
Maintain communication with all levels of management, faculty and staff in a professional and courteous manner
Completing other job duties as assigned
Minimum Qualifications
Excellent verbal and written communication skills
Must be a quick learner
Proficient in Microsoft-based environment
Ability to communicate technical information in a user-friendly manner
Excel at multi-tasking
Knowledge of network technologies
Ability to prioritize and complete assignments with a proper balance between quality and a commitment to deadlines
Strong attention to detail and organizational skills
Ability to maintain confidential information
Ability to travel if needed
Ability to work independently and support other team members
Must be authorized to work in Colombia
Preferred Qualifications
Degree in Information Technology or a related area or acceptable experience in lieu of education: two years of experience for every year of formal education required
1 to 3+ years working experience in a Microsoft-based environment
Experience with ServiceNow
Understanding of ITIL processes
Vendor certificates
Physical Requirements
Sitting
Standing
Walking
Climbing
Lifting up to 50+ pounds
Pulling
Pushing
Carrying
Grasping
Reaching
Bending
Crawling
Visual Acuity
Color Determination
Speaking
Listening
On Site - Bogotá D.C.
From 8:30 am - 6 pm
Location
Bogotá, COL
Employee Type
Employee
Job Functional Area
Business Systems Operations & Support
Kaplan lnternational is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. If you require any adjustments or additional support within the recruitment process, please contact us directly.
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