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