Aprio

Service Desk Analyst

Aprio

full-time

Posted on:

Location Type: Hybrid

Location: Medellin • Colombia

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Tech Stack

MacOS

About the role

  • Join Aprio's Information Technology team and you will help clients maximize their opportunities.
  • A Service Desk professional forms the foundation of an organization's IT support structure.
  • As the first point of contact for users experiencing technical issues or seeking assistance, this role is pivotal in ensuring smooth day-to-day operations and delivering excellent customer service.
  • The Service Desk technician is responsible for logging, diagnosing, and resolving basic technical problems, escalating more complex issues, and maintaining clear communication throughout the resolution process.

Requirements

  • Technical Knowledge: Basic understanding of computer hardware, software, operating systems (Windows, macOS), network concepts, and common applications.
  • Communication Skills: Ability to communicate technical concepts to non-technical users in clear, straightforward language.
  • Problem-Solving: Logical approach to troubleshooting and resolving common technical issues.
  • Customer Service Orientation: Friendly, patient, and professional demeanor in all user interactions.
  • Organizational Skills: Efficient time management and ability to prioritize multiple requests.
  • Team Collaboration: Willingness to work with other IT staff and support teams.
  • Adaptability: Comfortable working in a fast-paced environment and adapting to new technologies and processes.
  • Education & Experience
  • Education: High school diploma or equivalent required. Relevant IT certifications (e.g., CompTIA IT Fundamentals, A+) are preferred but not mandatory.
  • Experience: Prior customer service experience is highly beneficial. Entry-level IT support experience or internship is desirable but not essential; comprehensive training is often provided.
Benefits
  • Working with an industry leader: Be part of a high-growth firm that is passionate for what's next.
  • An awesome culture: Thirty-one fundamental behaviors guide our culture every day ensuring we always deliver an exceptional team-member and client experience. We call it the Aprio Way.
  • A great team: Work with a high-energy, passionate, caring, and ambitious team of professionals in a collaborative culture.
  • Growth opportunities: Grow professionally in an environment that fosters continuous learning and advancement.
  • Competitive compensation: You will be rewarded with competitive compensation.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
computer hardwaresoftwareoperating systemsWindowsmacOSnetwork conceptstroubleshootingtechnical supportcustomer serviceIT support
Soft Skills
communication skillsproblem-solvingcustomer service orientationorganizational skillsteam collaborationadaptabilitytime managementlogical thinkingpatienceprofessional demeanor
Certifications
CompTIA IT FundamentalsA+