Help Desk Analyst – Level 1

Kaseya is seeking a Help Desk Analyst – Level 1 to join our dynamic team in Medellin, Colombia. As a leading provider of IT infrastructure and security management solutions, Kaseya serves customers in over 20 countries, managing over 15 million endpoints worldwide. This role offers an opportunity to contribute to our mission of delivering exceptional technical support to our diverse client base.

In this position, you will be responsible for handling technical support requests from end users and IT professionals, adapting your responses to the technical ability of your audience. Your day-to-day tasks will include performing incident triage, escalating or resolving issues based on their scope, answering support inquiries via various channels, and maintaining accurate records in our Help Desk ticketing system. Additionally, you will assist in interdepartmental projects, develop a strong understanding of internal and customer requirements, and manage multiple tasks in a fast-paced environment.

The ideal candidate will have proven experience as a Help Desk technician or in a similar customer support role. A strong technical background with working knowledge of Microsoft domain environments, Windows OS, macOS, Google Suite, basic networking fundamentals, Exchange Administration, and Microsoft Office is essential. Creative problem-solving skills, proficiency in Active Directory, and familiarity with general IT infrastructure, networking, patch management, virtualization, and VPN basics are also required. Excellent communication skills and a customer-oriented attitude are crucial for success in this role.

Kaseya offers a competitive compensation package, including 100% health premiums covered for employees (medical, dental, vision), company-paid life and disability insurance, HSA account contributions up to $2,000, 401(k) with match, paid holidays, and generous PTO. Our fun and exciting work environment provides ample opportunities for professional growth and development.

Joining Kaseya means becoming part of a company that values boldness, grit, and accountability. We are committed to going above and beyond for the betterment of our customers and our employees' careers. If you are motivated, coachable, and eager to succeed in the IT space, we encourage you to apply and become part of our growth journey.