Empleos de help desk

Service Desk – Tier 1 Help Desk Technician

BetterWorld Technology

Location & Working Hours

Location: Colombia

Working Hours: This role operates on USA working hours, aligned to the time zone coverage required by the customer base and the Service Desk.

Position Overview

The Tier 1 Help Desk Technician is the front line of BetterWorld's Service Desk. This role is the first point of contact for end users across BWT's managed customer base, handling common technical issues, requests, and access needs with speed, accuracy, and excellent customer service.

Day to day, this individual will work the inbound queue (phone, ticket, and chat), triage incoming issues, resolve what can be resolved at Tier 1, and escalate cleanly when needed. The role also supports proactive activities including monitoring board management, patch cycle execution, onboarding/offboarding, and ticket documentation.

Documentation is treated as a first class deliverable. Every ticket worked must leave behind clear notes so the next technician, the customer, and the Service Desk Manager all have the context they need.

Key Responsibilities

• Serve as the first point of contact for IT support requests across phone, ticket, and chat channels.

• Triage incoming issues, gather diagnostic information, and resolve within Tier 1 scope where possible.

• Troubleshoot basic hardware, software, connectivity, and application issues across Windows, macOS, and Microsoft 365.

• Perform password resets, MFA support, and routine account management tasks per documented procedures.

• Support user onboarding and offboarding, including account provisioning, group membership, and device setup.

• Escalate complex, security, or out of scope issues to Tier 2, senior engineers, or security resources per playbook.

• Monitor and maintain operational service boards, including customer boards and automated notification boards.

• Execute daily patching activities for endpoints across customer environments per standard operating procedures.

• Validate backup and BCDR alerts and route per documented response procedures.

• Maintain accurate, complete ticket documentation in the ticketing system at all times.

• Meet SLA reaction times across phone, chat, and ticket queues.

• Contribute to the knowledge base by drafting and updating articles for recurring issues.

Required Qualifications

• 0–2 years of IT support, help desk, or technical customer service experience.

• Working knowledge of Windows and macOS operating systems at an end user support level.

• Familiarity with Microsoft 365 administration basics (mailboxes, distribution lists, Teams, SharePoint).

• Basic understanding of networking concepts (DNS, DHCP, connectivity, VPNs).

• Strong customer service and written communication skills.

• Ability to multitask across phone, ticket, and chat queues in a fast paced environment.

• Attention to detail and discipline around documentation.

Preferred Qualifications

• CompTIA A+, Microsoft Fundamentals (MS-900, AZ-900), or equivalent foundational certifications.

• Experience with ConnectWise Manage, ConnectWise Control, or equivalent PSA / remote support platforms.

• Exposure to RMM platforms and patch management tools.

• Prior experience in an MSP or multi customer support environment.

Knowledge, Skills, and Abilities

• Working knowledge of ITIL processes and procedures.

• Ability to manage multiple queues and priorities independently.

• Comfort working with alerts, monitoring tools, and SOP driven processes.

• Strong sense of customer ownership; willingness to follow through until resolution.

• Professional, calm telephone and written demeanor with end users at all skill levels.

BetterWorld Technology Core Values

S-P-I-R-I-T-E-D

Service: We provide outstanding products, customized solutions with unsurpassed service that, together, deliver premium value to our customers.

Passion: To excel through quality, to delight our clients, to enjoy our work.

Integrity: We will always do what is right for the customer, the employee, or the circumstance. We will do what we say we will do and will make right on our promises and mistakes. We will seek relationships with current and future employees, partners, and customers that value character, commitment, and personal accountability.

Responsibility: We will remain calm under pressure, encourage respectful dialogue, confront difficult situations without bias, act within a realistic timeframe for resolution, and resolve conflicts through fair negotiation.

Innovation: We constantly strive to redefine the standard of excellence in everything we do. Therefore, we are open to ideas that challenge the conventional views and drive innovation. The only constant in life is change and we believe that in order to stay relevant we must constantly improve with society's changing needs.

Teamwork: BetterWorld is made up of amazing individuals, but it's only through teamwork that we achieve greatness. We believe in treating people well and with respect, although their opinions may be different than ours. We celebrate the differences of people and look to learn from others more than we look to prove someone wrong. We understand that respect is earned and not granted or a guarantee.

Excellence: Excellence is not just providing quality work; it's the continued effort our team makes to improve our services and communication on a daily basis. Delivering excellence doesn't just happen. Excellence requires constant adaptation, innovation, and vigilance in order to achieve success. When we deliver excellence, we give of ourselves in a way that exceeds our own expectations; we have made the effort to achieve that level of distinction.

Dedication: Whatever it takes to get the job done… whenever, wherever!

Job Type: Full-time

Work Location: Remote