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.