Tech Stack

Description

As a Service Desk Analyst - Office Global IT Support at Monks, you will act as the primary IT presence for the Bogotá office while supporting global operations. You'll handle hands-on technical support, ticket-based service delivery, device lifecycle management, and ensure a seamless technology experience for employees locally and globally.

Requirements

• 3–5 years relevant work experience
• Advanced macOS and solid Windows support experience
• Experience with Google Workspace, Freshservice or similar ITSM tools, Slack
• Hands-on experience with Jamf, Intune, or other MDM platforms
• Strong understanding of networking fundamentals (VPN, DNS, Wi-Fi, firewalls)

Responsibilities

• Act as primary on-site IT contact for Bogotá office
• Provide hands-on support for hardware, software, AV systems, and collaboration tools
• Manage medium to high-complexity incidents via ticketing tools, prioritizing by SLA
• Support onboarding/offboarding including account provisioning, device setup, and MDM
• Perform root cause analysis, document resolutions, and identify service improvements