IT Help Desk en Pyramid Consulting

Start/End Dates: 9/25/2026 - 9/24/2027  
Worker Location: Colombia (Remote)
Job Title: IT Help Desk - IT Help Desk  
 
Job Description: We would train for 2 weeks 6 am - 3 pm Colombia time and then after training, one would switch to 11 am to 8 pm Colombia  
 
 
Responsibilities:  
• Deliver prompt, courteous, and efficient customer service, ensuring an exceptional customer experience for every client through phone calls, chats, and email.  
• Responding to tickets in an efficient amount of time and escalating tickets to other IT teams when necessary.  
• Utilize a variety of communications tools and methods to guide users through the troubleshooting process. ( i.e. Microsoft Teams, ServiceNow, Cisco WebEx , and Bomgar Remote Client). Prioritizing helpdesk tickets with high priority and urgency.  
• Provide detailed documentation when resolving or escalating tickets to other members of the IT team  
• Collaborate with other analysts, senior technicians, and management to troubleshoot and resolve complex issues.  
• Analyze and resolve hardware, software and operational issues within our service level agreements.  
 
Minimum Requirements:  
• 1 – 3 years of experience in customer service or IT helpdesk experience.  
• Advanced English Proficiency (Level B2-C1)  
• Extensive experience supporting a wide variety of 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, Windows Phone).  
 
Preferred Requirements:  
• Bachelor’s degree  
• CompTIA A+ or Google IT Support Professional certifications  
• Familiarization with Service-Now  
• Familiarization with Cisco WebEx  
• Familiarization with Bomgar/ BeyondTrust Remote Support tool or industry-like