Alexandra Lozano Immigration Law PLLC

Help Desk Team Lead

Location CO-Bogotá
ID 2023-1058
Software Development
Position Type


The IT Help Desk Support technician assists customers with questions and problems concerning computer systems, hardware, and software. Works with customers remotely and in person, guiding them through systems configuration and troubleshooting, while aiming to resolve issues utilizing efficiency, excellent problem-solving, and outstanding communication, and customer service skills.


  • Provide quick and effective assistance with information technology systems.
  • Guide customers remotely and in person through systems configuration, troubleshooting, and maintenance.
  • Listen attentively to customers’ questions and concerns and offer optimal solutions.
  • Prioritize customer satisfaction in all communications, directing unresolved issues to next-level personnel.
  • Work with desktop support engineers to provide customers with superior service.
  • Represent organization with professionalism and integrity while helping to advance organizations mission and values.
  • Respond to tech inquiries via email, through online chats, over the phone, or in person.
  • Inform customers about IT products and services.
  • Assist in troubleshooting hardware and software.
  • Follow-up with customers to ensure satisfactory service.
  • Communicate customer feedback to the appropriate team members.
  • Performs other related duties as assigned.


  • Bachelor's degree in related field
  • Minimum of 2-3 years of tech-related experience
  • Ability to diagnose and resolve a variety of technical issues.
  • Excellent problem-solving and customer service
  • Strong verbal and written communication skills
  • Ability to manage multiple projects and prioritize tasks effectively.
  • Customer-focused mindset and natural ability to build relationships with clients.
  • Ability to work collaboratively with cross-functional teams and individuals.
  • Positive attitude and willingness to learn and grow professionally.


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