Job Description:
The IT Help Desk provides first-line technical support to ensure uninterrupted daily operations. This role is responsible for handling user requests, resolving common technical issues, and escalating incidents according to defined procedures and SLAs. The ideal candidate is service-oriented, detail-focused, and comfortable supporting end users in a fast-paced environment.
Responsibilities:
- Service Desk & Request Handling
- Receive, log, categorize, and prioritize tickets using the ticketing system.
- Provide first-contact resolution for common incidents and service requests. Escalate unresolved or complex issues to higher support levels following established procedures.
- Communicate status updates and resolutions clearly and professionally to users.
- User Access & Identity Support
- Perform password resets and basic access-related requests. Validate user identity before executing access changes.
- Support onboarding and offboarding activities following defined guidelines.
- End-User Computing & Hardware Support
- Set up and configure laptops, desktops, UPS devices, biometric scheduling systems, and access control hardware.
- Provide basic troubleshooting for hardware, peripherals, and workstations.
- Support printer setup, configuration, and basic troubleshooting.
- Connectivity & Workplace IT
- Troubleshoot basic connectivity issues (LAN, Wi-Fi, VPN, remote access).
- Validate workstation network configurations and connectivity status.
- Software Support
- List ItemProvide basic support for standard business applications.
- Assist users with software installation, configuration, and common usage issues.
- Identify recurring software issues and escalate when necessary.
- Asset & Procurement Support
- Maintain accurate records of hardware inventory and asset assignments. Assist with IT procurement requests and equipment allocation.
- Support asset onboarding, replacement, and decommissioning processes.
- Documentation & Process Adherence
- Follow standard operating procedures and IT policies.
- Document solutions, FAQs, and common fixes in the knowledge base. Contribute to continuous improvement by identifying recurring issues and process gaps.
Required Knowledge, Skills and Abilities:
- Bachelors degree or about to finish in IT related fields
- At least 1 year of experience in related positions
- Advanced English fluency - strong communication skills
- Basic knowledge of ITIL practices (Incident Management, Service Requests).
- Familiarity with ticketing systems and SLA-based support environments.
- Hands-on experience with hardware setup and troubleshooting.
- Basic understanding of networking concepts (LAN, Wi-Fi, VPN).
- Ability to follow processes, document solutions, and manage multiple requests.
- Attention to detail and willingness to learn and grow within IT operations.
Compensation and Benefits
- Competitive salary based on experience.
- Health insurance. Paid time off and local holidays.
- Professional development and learning opportunities. Supportive and collaborative work environment.
Work schedule (On-site)
- Monday–Thursday: 9:00 AM – 5:00 PM EST
- Friday: 9:00 AM – 3:00 PM EST
- Saturday: 9:00 AM – 1:00 PM EST
- Plus 3 additional hours weekly on-call (Remote)
Edificio Aney Muñoz II, Tercer Nivel, Av. 27 de Febrero esq. Av. Metropolitana, Los Jardines Metropolitanos, Santiago.
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