The Service Desk Analyst (L1) serves as the initial point of contact for users contacting our IT Service Desk, delivering the highest level of customer service.
Responsibilities
Manage and organize the Incident and Request Queue for Auxis clients, ensuring tickets are properly logged, categorized, prioritized, assigned, documented, and closed in accordance with Incident, Request, Problem, and Knowledge Management processes.
Serve as the initial point of contact for customers, providing first-level technical support and guiding users through effective troubleshooting processes via phone, chat, or email.
Provide clear communication to customers regarding issue resolution and perform follow-ups to ensure customer satisfaction and case closure.
Escalate unresolved or complex inquiries to the next level of support following established escalation procedures.
Provide basic functional support for supported tools and systems, including Point of Sale (POS) systems when applicable to the account.
Requirements
High school degree
Nice to have: Pursuing a degree in Computer Science, Engineering, IT or equivalent working experience
The IT/Test Engineering Technician serves as a primary operational and technical point of contact between Production Operations, IT, and Test Engineering, providing hands-on technical support for production workstations, test systems, hardware, software, networking, peripherals, and manufacturing support applications.
Responsibilities
Provide hands-on IT and Test Engineering support directly on the manufacturing floor
Respond to production-impacting IT and test-system issues in a timely manner
Troubleshoot hardware, software, networking, printing, and production/test-system issues
Support production workstations, laptops, tablets, scanners, printers, monitors, docking stations, and other peripherals
Support test stations, test equipment, fixtures, and associated computers and peripherals
The role is responsible for monitoring production environments, investigating and resolving incidents, supporting examination delivery and result processing, and coordinating escalation to specialist technical teams where required.
Responsibilities
Monitor business-critical production systems and services using enterprise monitoring and observability platforms and respond appropriately to alerts
Assess alerts and incidents based on severity, business impact and urgency
Triage, investigate and troubleshoot production incidents across applications, Windows servers, databases, system integrations, networks and cloud services
Investigate escalated support cases relating to application issues, examination delivery, candidate sessions, infrastructure and examination result processing
Use SQL to investigate production data, validate transactions, assist with troubleshooting and support data reconciliation and reporting activities
Requirements
Relevant technical qualification or equivalent industry experience
Provide first-line technical support for laboratory staff and laboratory computer systems, troubleshooting hardware, software, user accounts, printers, scanners, remote access, and laboratory workstations while assisting with the administration and continuous improvement of the laboratory information management system (LabPlus).
Compensation
The organization offers competitive wages and a comprehensive total rewards package, which will be discussed during the interview process.
Responsibilities
Troubleshoot Windows workstation issues
Configure and deploy computers, printers, scanners, and peripherals
Install and update software
Troubleshoot Microsoft Office issues
Resolve account access problems
Requirements
Diploma or Degree in Information Technology
Diploma or Degree in Computer Systems Technology
Diploma or Degree in Computer Science
Diploma or Degree in Engineering Technology
Nice to have: Laboratory Information Management Systems (LIMS)
Responsible for registering Section 8 and City Housing Assistance vendors in the City’s Financial Management System, ensuring compliance and maintaining vendor records.
Tier 2 IT Helpdesk Technician providing technical support for Windows environments and enterprise IT services.
Compensation
Pay rate: ~$30.25~/h, DOE
Responsibilities
Provide Tier 2 technical support for laptops, desktops, mobile devices, and peripherals in Windows environments.
Troubleshoot and resolve Microsoft Active Directory issues involving user accounts, Group Policy, organizational units (OUs), permissions, and login access.
Support Microsoft Office applications, including Outlook, Excel, Word, and PowerPoint, as well as enterprise collaboration tools.
Manage escalated issues from Tier 1 support and collaborate with Tier 3 and infrastructure teams to resolve advanced technical problems.
Support user onboarding and offboarding, including account setup and access-rights management through Active Directory and other systems.
Requirements
Bachelor’s degree in Information Technology, Computer Science, or a related field.
Seeking a skilled and customer-focused Tier 2 IT Helpdesk Technician with 5+ years of experience to maintain user productivity and troubleshoot Microsoft Active Directory and Windows environments.
Responsibilities
Provide second-line technical support for laptops, desktops, mobile devices, and peripherals across Windows environments.
Troubleshoot and resolve incidents related to Microsoft Active Directory (user accounts, group policies, OUs, permissions, login issues, etc.).
Support Office suite (Outlook, Excel, Word, PowerPoint) and enterprise collaboration tools.
Handle escalations from Tier 1 support and work closely with Tier 3 and infrastructure teams for advanced issue resolution.
Perform user onboarding/offboarding and manage access rights through AD and other systems.
Requirements
Bachelor’s degree in Information Technology, Computer Science, or a related field
Service Desk Analyst L1NewAuxis · Barranquilla, Colombia