IT Help Desk II



  • IT Help Desk II


Description of the vacancy:

  • The IT Service Desk Technician II is a mid-level technical opportunity for an individual to oversee complex incidents end-to-end, have a hand in project management, and demonstrate magical/technical powers for the users we support.

Activities of the position:

  • Works on-site and remotely to identify, troubleshoot, resolve, and document technical incidents encountered by users in various industries (predominantly healthcare).
  • Potential to be based from a customer's site, but is expected to travel between sites as necessary.
  • Serves as a point of escalation, mentor, and example to junior technicians, assuming end-to-end ownership of escalated incidents.
  • Provides interface between Subject Matter Experts (SMEs), vendors, providers, internal resources (e.g. Server Group), and the customer in assigned projects and incidents.
  • Reports to the District Manager, and is responsible for prompt and effective communications internally (e.g. teammates and supervisor) and externally (users ranging from entry level positions to the executives).

Required Skills:

  • Conceptually understands the interconnections of a Windows domain environment.
  • Implements and enacts the measures necessary to properly maintain all devices, in addition to successfully troubleshooting the technical problems.
  • Ability to navigates files, folders, and tasks via Command Prompt and/or PowerShell, and can script basic functions.
  • Exudes proficiency with the Microsoft Office suite: namely Outlook, Word, and Excel (to include formulae, pivot tables).
  • Must be able to troubleshoot remotely and from memory (within reason, of course).
  • Responds to and prioritizes incoming service requests promptly and professionally.
  • Recognizes and takes advantage of opportunities to share knowledge and experience with all end users.
  • Collaborates with vendors, providers, and even competitors in a “same team” mentality focused on the shared goal of the customer's happiness.
  • Must be able to respond to end users tactfully and politely regardless of nuisances.
  • Understands that a job is not “completed” until everyone involved has been informed.
  • Proactively evaluates situations from a “Big Picture” perspective to ensure that resolutions, proposals, and services are cost and time-efficient for the long term.
  • Recommends, implements, and maintains hardware and software necessary to meet customers' needs and expectations.
  • Exemplifies a “proactive” approach in their job duties and responsibilities
  • Actively seeks out opportunities to be challenged and expand knowledge.
  • Contributes to the team proportionately to expectations for receipt of contributions from the team.
  • Adapts effortlessly to dynamically shifting priorities and circumstances without causing any stress to the customer or the team.
  • Demonstrable experience with advanced setup, configuration, maintenance, and troubleshooting of:
  • Software: Windows OS (including Server) and applications
  • Hardware: internal components, peripherals e.g. printers and scanners, network devices to include wireless, etc.
  • One or more of the following competencies: Cisco routing and switching, Group Policy, Active Directory, HIPAA compliance, and/or ITIL measures (Service/Process ownership, Change Management, etc.)
  • Functional knowledge of protocols and services underpinning IPv4: DHCP, DNS, ARP, VLANs, QoS, etc.
  • Familiarity with and passion for current technologies and trends in corporate IT.
  • Reliable form of transportation.
  • Exceptional discipline, time management, and ability to work with minimal supervision and a high degree of autonomy.
  • Other duties as assigned or needed.
  • Language skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of an organization
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Desired Skills:

  • Exposure to ITIL framework
  • Ability to assist with running, terminating, testing, and plating cables.
  • CompTIA A+
  • CompTIA Network+
  • Microsoft Technology Associate (MTA)
  • Microsoft - Any of the MCSA certifications
  • HIPAA Compliance
  • VoIP Systems and Devices
  • Imaging Solutions


  • Level of education required: Technician, Technologist or Professional
  • Titles in the areas of: Systems Engineering or related.
  • Time of experience in activities related to the vacancy: 3 - 5+ years of technical experience in a corporate environment.
  • City of the vacancy: Medellín
  • Hours per week to work: 48
  • Availability 7x24 : Not
  • Date on which work is required to begin: ASAP
  • Salary range of the vacancy: $5'000.000 up to $7'000.000 COP Monthly
  • Type of expected contract: Indefinite
  • Requires fluent English: Yes, C1
  • Requires US VISA: No

Esta oferta de trabajo es divulgada a través de

Company description

Ya sea que esté buscando su próxima oportunidad laboral o esté buscando personas talentosas para su organización, ¡AUTONOMIC está aquí para usted!
Es una empresa especializada en reclutamiento de personal calificado en los campos de las tecnologías de la información, desarrolladores en todo tipo de lenguajes, testers de calidad de software y líderes de proyectos con altas capacidades técnicas.
Desarrolladores en todo tipo de lenguajes (Senior o Junior),
Testers de Calidad de Software,
Automatización, Performance y Funcionales,
Líderes de Proyectos con altas capacidades técnicas.
Arquitectos de Seguridad de Software
Nuestro objetivo fundamental es ser la conexión entre grandes personas y grandes organizaciones, pues estamos convencidos de que si se quiere lograr el éxito de la empresa, es necesario primero ser exitoso en el proceso de reclutamiento, para que los nuevos talentos en poco tiempo ayuden a alcanzar los objetivos comerciales, y optimizar la fuerza de trabajo de TI, lo que finalmente nos permite generar un impacto positivo en la industria, y en general en la vida de las personas con las cuales trabajamos.

Nos caracterizamos por un servicio excepcional al cliente, candidatos idóneos para sus necesidades, y un alto grado de lealtad, buscando siempre satisfacer las necesidades laborales únicas de nuestros clientes.

Independientemente de la etapa en su carrera profesional, convierte tus conocimientos en tecnología en un habilitador para ser realidad tus sueños, si usted está:
Identificando los intereses laborales,
Buscando el primer empleo, o
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AUTONOMIC puede ayudarlo a descubrir el éxito personal y profesional que desea, pues sabemos que el éxito de un individuo comienza con la oportunidad de un empleo correcto, y siempre ofreciendo un trato justo durante el proceso de reclutamiento.

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