IT Support Analyst

About the Role

As a Service Desk Analyst – Office & Global IT Support (Mid-Level), you’ll serve as the primary IT presence for our Bogotá office while supporting global IT operations across regions. This hybrid role requires 3 days in the office and 2 days remote, combining hands-on technical support, ticket-based service delivery, device and account lifecycle management, and cross-functional collaboration to ensure a seamless technology experience for employees locally and globally.

Responsibilities

• Act as the primary on-site IT contact for the Bogotá office
• Provide hands-on technical support for hardware, software, meeting rooms, AV systems, and collaboration tools
• Maintain workspace IT standards, support office moves and events, and oversee local equipment storage and lifecycle activities
• Deliver IT support through ticketing and collaboration tools, managing medium to high-complexity incidents independently
• Prioritize and resolve requests based on SLA, severity, and business impact
• Document resolutions, perform root cause analysis, and identify service improvement opportunities
• Support onboarding and offboarding, including account provisioning, device setup, MDM enrollment, and equipment logistics
• Manage user accounts, asset inventory, and hardware lifecycle tracking
• Troubleshoot macOS and Windows environments and support core platforms such as Google Workspace, Microsoft 365, Slack, and Adobe
• Support identity, access, networking, VPN, Wi-Fi, firewalls, endpoint protection, and MDM tools
• Ensure compliance with security policies, support access reviews, and help maintain accurate documentation and SOPs
• Contribute to process improvement, automation opportunities, service metrics, and SLA tracking
• Other duties as assigned

About You

Qualifications & Skills

• 3–5 years of relevant work experience
• Experience supporting both in-office and remote/global teams
• Advanced macOS knowledge and solid Windows support experience
• Strong experience with Google Workspace, Freshservice or similar ITSM tools, and Slack
• Hands-on experience with Jamf, Intune, or other MDM platforms
• Familiarity with endpoint security tools such as CrowdStrike
• Experience with SSO and identity platforms such as Okta, OneLogin, or Duo
• Strong understanding of networking fundamentals, including VPN, DNS, Wi-Fi, and firewalls
• Experience with asset management, hardware lifecycle processes, and endpoint standards
• Understanding of SLAs, service delivery expectations, and IT service management best practices
• Strong English communication skills, both written and verbal
• Ability to work independently, take ownership, and represent Global IT locally with professionalism
• Strong problem-solving skills and the ability to manage multiple priorities effectively
• Collaborative, team-oriented mindset with leadership potential

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