Help Desk - INTL Colombia

Job Description

This is a fully remote Help Desk role open to candidates based in Colombia, supporting a large enterprise with users across retail stores, distribution centers, and corporate teams. The technician will serve as the first point of contact for IT issues via phone, email, and chat, managing and resolving tickets through ServiceNow. Daily support includes troubleshooting POS systems used in retail stores, assisting with printers and scanners (Lexmark, Zebra), resolving PC hardware and software issues, and addressing basic network connectivity problems.

The role requires strong customer service skills, the ability to multitask in a fast-paced environment, and experience supporting enterprise users remotely. Technicians will communicate regularly using Microsoft Teams and Cisco Jabber, ensuring accurate documentation, timely resolution, and proper escalation when needed. This position offers the opportunity to grow within an established service desk team while working remotely from Colombia and aligning with MST-based operational hours, including evenings and weekends.

Potential Shifts:

Tues - Sat 5a - 130p off Sun/Mon

Tues -Sat 6a - 230p off Sun/Mon

Sun - Thurs 5a - 130p off Fri/Sat

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to View email address on click.appcast.io learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:

Skills and Requirements

• 5+ years of experience in a remote Help Desk or Service Desk role providing support to internal and external users

• Hands-on experience providing Point of Sale (POS) troubleshooting in a retail environment

• Retail IT support experience, including support for store locations and distribution centers

• Experience supporting Lexmark printers and Zebra printers/scanners in a business or retail environment

• Experience troubleshooting network equipment (connectivity, peripherals, store-level network issues)

• 6+ months of experience supporting PC software, hardware, and peripherals in an office or enterprise environment

• Experience working with a ticketing system (ServiceNow experience strongly preferred)

• Experience supporting users with Microsoft Teams and Microsoft 365 applications

• Experience using Cisco Jabber or similar VoIP/softphone tools for user support

• Experience supporting a large enterprise environment with multiple locations and end users • Experience supporting corporate retail Help Desks for stand-alone retail stores

• Experience supporting UKG (Ultimate Kronos Group) implementations, modules, or UKG-related ticketing

• Previous exposure to retail operations, store technology, or field support

• Bilingual in Spanish