Help Desk Analyst

TL;DR

Help Desk Analyst: Providing first-level IT support and an excellent user experience with an accent on problem-solving, user interactions, and collaboration within distributed teams. Focus on troubleshooting common IT issues, managing user accounts, and documenting incidents following SOPs.

Location: On-site in Bogota

Company

hirify.global is a global AI-native technology solutions provider that develops cutting-edge, AI-powered digital products and platforms.

What you will do

• Provide Level 1 IT support for end users via ticketing systems and communication tools.
• Troubleshoot and resolve common issues related to email, calendar, printers, network, and application access.
• Manage user accounts in Active Directory (password resets, account unlocking).
• Use ticketing systems to document, track, and resolve incidents following SOPs.
• Escalate issues to Tier 2 support when appropriate.
• Ensure clear, empathetic, and professional communication with users and collaborate with cross-functional teams.

Requirements

• English proficiency B2 or higher (spoken and written).
• Strong customer service mindset with empathy and clarity in user interactions.
• Logical problem-solving skills and ability to work under pressure.
• Familiarity with Microsoft 365 (Outlook, Teams, OneDrive, SharePoint).
• Basic knowledge of Active Directory concepts.
• Experience or exposure to Remote Monitoring and Management (RMM) tools.
• Experience with ticketing systems such as Jira, Zendesk, or Freshdesk.
• Basic troubleshooting experience with Windows and/or macOS.
• Ability to follow documented procedures and internal guidelines accurately.
• Strong organizational skills and ability to prioritize tasks.

Nice to have

• AI Tooling Proficiency: Leverage one or more AI tools to optimize and augment day-to-day work.

Culture & Benefits

• High-impact environment and commitment to professional development.
• Flexible and collaborative culture.
• Global opportunities and a vibrant community.
• Total rewards.