Help Desk Analyst – Level 1 Tiempo Completo

What we are Looking for:

A passionate team player who loves challenges and is technically minded. Ideal candidates will have strong customer service experience and excellent communication skills and have experience supporting business‑level end users and applications. The role will also have a working knowledge of desktop support, Microsoft domain environments, Google Suite, Windows OS, Microsoft Office, and be able to demonstrate high level critical thinking/problem‑solving skills while quickly deepening expertise in these areas.

Required Skills: Proven experience as a Help Desk technician or other customer support role. Tech savvy with working knowledge of Microsoft domain environments, Windows OS, MAC OS, Google Suite, Basic Networking Fundamentals, Exchange Admin, and Microsoft Office. Must have creative problem‑solving skills with a willingness to speak up and ask questions. Must be proficient in Active Directory, working knowledge of general IT infrastructure, Networking, Patch Management, Virtualization, and VPN basics. Internal process and procedure workflows.

This position is 100% in‑office at our brand‑new location in Medellin, Colombia.

What you’ll do:

A Kaseya Help Desk Analyst should have strong and proven customer service experience. The role will build and expand upon our professional and quality technical support service provided to end customers of varying technical backgrounds and ensure clients’ satisfaction by meeting or exceeding customer Service Level Agreement expectations. A successful candidate is expected to maintain a professional, courteous, and customer‑focused attitude while supporting customers.

You will be handling technical support requests from end users and IT professionals alike, adapting your responses to the technical ability of your audience. You will rely on your skills and professional knowledge to respond to, and diagnose incidents through discussions with users.

Essential duties and responsibilities:

• Perform incident triage and escape or resolve based upon incident scope.
• Build ongoing relationships with customers.
• Answer incoming support inquiries via various channels (chat, phone, email, etc.)
• Continuously maintain ticket backlog, recording support activities in our Help Desk ticketing system and follow up within customer Service Level Agreement targets.
• Assist in interdepartmental projects to ensure target deliverables are met.
• Develop a strong understanding of internal and customer requirements and processes.
• Improve, evolve, maintain, and follow documented runbooks.
• Work with leadership to improve skill sets and career development opportunities.
• Keep up to date with knowledge base articles and other technical‑related documentation.
• Manage multiple tasks in a fast‑paced environment with competing priorities.
• Perform all other duties as assigned.

What you’ll bring:

• Associate degree in Information Technology preferred or equivalent experience. May be substituted by 2 or more years of experience in a Help Desk/Call Center environment.
• 2 to 3 years of experience supporting end users in office environments as a Service/Help Desk, Desktop Support Engineer or Support Center Agent preferred.
• Driven by learning new things and the ability to thrive in an environment filled with technology.
• IT Certifications (CompTIA, Microsoft, HDI, Apple, ITIL) preferred.
• Excellent written and spoken communication, motivated, and organized.
• Great customer‑oriented attitude, coachable, competitive, and eager for a successful career in the IT space.
• Must be able to work in a fast‑paced environment.
• Must pay attention to detail.

Your reward:

Join the fastest growing tech company in the US. Earn a competitive compensation package that allows you to focus your attention on your passion in an exciting career in tech!

Our benefits package includes:

• 100% Health premiums covered for employees (Medical, Dental, Vision)
• Company‑paid life and disability insurance.
• HSA account contribution up to $2,000
• 401k with match
• Paid holidays and generous PTO.
• Fun and exciting work environment.

Kaseya provides equal employment opportunity to all employees and applicants without regard to race, religion, age, ancestry, gender, sex, sexual orientation, national origin, citizenship status, physical or mental disability, veteran status, marital status, or any other characteristic protected by applicable law.

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