IT Desktop Support Specialist

at  GlowTouch LLC

Glowtouch, a UnifyCX company, is growing and we are looking for a IT Desktop Support Specialist to join our motivated and ambitious team in Barranquilla, Colombia. Come be one of the pioneers at our newest location!
What Will You Do?
The IT Desktop Support Specialist is responsible for providing technical support to end users for computer hardware, software, and peripheral devices. This role involves troubleshooting and resolving technical issues, ensuring the efficient operation of desktop systems, and delivering excellent customer service. The IT Desktop Support Specialist will work closely with other IT team members to maintain and improve the overall IT infrastructure.
Key Responsibilities:
Technical Support:
Provide first-level support to end users for hardware, software, and network issues.
Diagnose and resolve technical problems related to desktops, laptops, printers, and other peripherals.
Assist with the installation, configuration, and maintenance of operating systems and applications.
Troubleshooting and Issue Resolution:
Identify and troubleshoot software and hardware issues, escalating complex problems to senior IT staff as needed.
Document and track support requests using a ticketing system, ensuring timely resolution and follow-up.
Perform routine maintenance and updates to keep systems secure and efficient.
User Assistance:
Offer training and support to end users on software applications and IT policies.
Respond to and resolve user inquiries, ensuring a high level of customer satisfaction.
Set up and configure new workstations, including user accounts, email, and network access.
System Maintenance:
Assist in maintaining and updating inventory of IT assets, including hardware and software.
Support the implementation of IT projects, including system upgrades and deployments.
Ensure compliance with company IT policies and procedures.
Documentation and Reporting:
Maintain accurate records of support requests, incidents, and resolutions.
Prepare and provide regular reports on support activities and system performance.
Update and maintain technical documentation, including knowledge base articles and user guides.
Collaboration and Communication:
Work closely with other IT team members to resolve issues and implement solutions.
Communicate effectively with users to understand their needs and provide clear instructions.
Participate in team meetings and contribute to ongoing improvements in IT support processes.
Who Are You?
Education: Associate’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
Experience: Minimum of 2-4 years of experience in desktop support or a similar IT support role.
Knowledge of Contact Center Operations and supporting platforms including CRM, voice or omnichannel communications, ticketing systems, and infrastructure preferred.
Skills:
Proficiency in troubleshooting and supporting Windows and/or macOS operating systems.
Experience with common office applications (e.g., Microsoft Office, email clients).
Knowledge of network fundamentals and IT security best practices.
Familiarity with hardware components and peripheral devices.
Strong problem-solving skills and attention to detail.
Excellent customer service skills.
Professional communications skills.
Demonstrated Verbal and Written English proficiency B1 or higher.
Personal Attributes:
Ability to work independently and as part of a team.
Strong organizational skills and the ability to manage multiple tasks simultaneously.
A proactive approach to problem-solving and continuous improvement.
Patient, with a strong focus on providing a positive user experience.
Who We Are:
UnifyCX is a Global company with locations in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines, that provides personalized contact centers, business processing, and technology outsourcing solutions. In nearly two decades of operations, we have grown from a few employees in a single location to a global company with thousands of staff members who support an international clientele.
Our motto is “Putting People First” we truly value our employees, customers, and communities. Our focus goes beyond simply filling positions; we invest in our employees’ long-term career growth. Our dedication to exceeding expectations has led to longstanding partnerships with clients, some of whom have been with us for decades. While others may speak of creating a supportive environment, we actively demonstrate it through our actions and approach.
Reports to: IT Manager
UnifyCX is a certified woman-owned business and an EOE employer that welcomes diversity

Please refer the Job description for details