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IT Helpdesk Specialist

Lancesoft

Bogot, VA

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JOB DETAILS
SALARY
$8
SKILLS
Android, Apple iPad, Apple iPhone, Cisco Network Systems, CompTIA A+, Continuous Improvement, Customer Experience, Customer Support/Service, Desktop PC, Documentation Standards, English Language, Establish Priorities, Firewalls, Hardware Administration, Help Desk, Identify Issues, Identity Data Management, Information Technology & Information Systems, Knowledge Base, Laptop PC, Mac Operating System X (OS X), Microsoft Active Directory, Microsoft Office, Microsoft Product Family, Microsoft Windows Operating System, Mobile Devices, Peripheral Hardware, Phishing, Printers, Problem Solving Skills, Service Level Agreement (SLA), ServiceNow, Software Administration, Technical Support, WebEx
LOCATION
Bogot, VA
POSTED
6 days ago

Title: IT Helpdesk Specialist
Duration: 12 months
Location: Bogota, Colombia (Rremote)

Job Description –IT Helpdesk Specialist

Responsibilities:
  • Deliver prompt, courteous, and efficient customer service, ensuring an exceptional experience for every client via phone calls, chats, and email.
  • Prioritize, triage, and resolve incidents and requests based on impact, urgency, and SLAs;escalate when necessary while maintaining accurate, detailed, and standardized documentation in ServiceNow to support knowledge reuse and reporting.
  • Guide users through troubleshooting using a variety of communication tools (Microsoft Teams, ServiceNow, Cisco WebEx, Bomgar Remote Client), with a focus on high-priority tickets.
  • Follow structured troubleshooting processes and knowledge base articles to efficiently resolve issues while contributing to continuous improvement initiatives.
  • Collaborate with Level 2 teams and specialized IT groups (Identity & Access Management, Network/Firewall, Desktop Engineering) to resolve complex issues.
  • Identify and escalate potential security risks, including suspicious links, access concerns, or phishing attempts, to the appropriate security teams.

Minimum Requirements:
  • 1–3 years of experience in customer service or IT helpdesk roles.
  • Advanced English proficiency (Level B2–C1).
  • Strong background supporting diverse hardware and software platforms, including desktops, laptops, printers, peripherals, Windows 11, Mac OS X, Active Directory, Microsoft Office 365, and mobile devices (iPhone/iPad, Android).

Preferred Requirements:
  • Bachelor’s degree.
  • CompTIA A+ or Google IT Support Professional certification.
  • Familiarity with ServiceNow.
  • Familiarity with Cisco WebEx.
  • Familiarity with Bomgar/BeyondTrust Remote Support tool or similar.

About the Company

L

Lancesoft

We are a $125 Million, NMSDC-certified Minority & Woman owned Workforce Solutions Company headquartered in the DC metro area with presence across US with global presence - Canada, Mexico, India, UK, Malaysia, Indonasia, Hongkong, Singapore, UAE. We are specialized in providing Workforce Solutions, SOW project delivery, Engineering Solutions, Creative Services. We currently support 100+ Fortune companies globally and across multiple industry segments. We are currently supporting several massive programs across industry segment nationally/globally (Intel, Ally, AMD, QUALCOMM, Morgan Stanley, Kraft/ Mondelez, MNP, Amdocs, Dell, SanDisk, Medtronic, Becton Dickinson, GE, Lockheed Martin, UTC, L-3 Communications, Caterpillar, BMW, Mercedes Benz, National Grid, Dominion, Energy Future Holdings, PSEG, 3M, Fidelity, Aetna, Humana, Johnson & Johnson, Pfizer, Merck etc). 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, identity, national origin, disability, or protected veteran status.

COMPANY SIZE
2,000 to 2,499 employees
INDUSTRY
Staffing/Employment Agencies
FOUNDED
2000
WEBSITE
http://www.lancesoft.com/