Associate IT Support Technician II

Associate IT Support Technician

Bogota, Colombia

*ONLY CVs SUBMITTED IN ENGLISH WILL BE CONSIDERED*

The Opportunity:

Anthology delivers education and technology solutions so that students can reach their full potential and learning institutions thrive. Our mission is to empower educators and institutions with meaningful innovation that’s simple and intelligent, inspiring student success and institutional growth.

The Power of Together is built on having a diverse and inclusive workforce. We are committed to making diversity, inclusion, and belonging a foundational part of our hiring practices and who we are as a company.

For more information about Anthology and our career opportunities, please visit www.anthology.com.

The Anthology Information Technology department is focused on supporting Anthology's global workforce. As Associate IT Support Technician, you will be the primary point of support for users both in office and located remotely.  

Primary responsibilities will include: 

• Being responsible for managing and tracking hardware inventory in the office
• Educating and supporting our Windows and Mac users located locally and globally  
• Responding to all assigned service desk incidents and change requests in person, phone, email, or IM within established SLAs and managing your queue to resolve or close those items in a timely manner 
• Diagnosing and resolving hardware and software issues
• Identifying and escalating incidents requiring urgent attention
• Creating, deleting, and maintaining user system accounts and passwords in Active Directory, corporate email system, phone system, and related applications and services
• Configuring and provisioning end user hardware while maintaining accurate records on inventory in support of the Asset lifecycle for computers, accessories, and telephony
• Adhering to our ITIL based processes, log all service desk incidents and requests
• Forecasting and preparing team for rapid deployment of systems and peripherals
• Maintaining organization in office space

The Candidate: 

Required skills/qualifications: 

• At least 1-2 years of experience supporting users in a help desk or customer service environment
• Leadership skills with empathetic and growth mindset.
• Self-motivated with little direction required
• Customer-focused with a positive attitude
• Ability to pay precise attention to detail
• Good knowledge of multi-platform environments – desktop operating systems (Mac OS X 10.13 or higher and Windows 10)
• Excellent oral and written communication skills 
• Fluency in written and spoken English at CEF B2 level or above 
• Excellent decision-making and problem-solving skills with a proven ability to work in a diverse organization
• Ability to analyze and document system processes
• Ability to troubleshoot a broad range of issues common on personal computers
• Reliable with dependable work habits
• Ability to work independently with minimal supervision
• Strong collaboration skills
• Computer hardware experience- setup, maintenance, upgrade, troubleshooting (Lenovo/Dell/Apple computers and iOS devices preferred)
• Experience with MS Exchange online, Active Directory
• Understanding of TCP/IP- based network structure
• Fluency in written and spoken English at CEF B2 level or above 

Preferred skills/qualifications: 

• Bachelor’s degree
• ITIL v3/v4 Foundations, A+, .NET+, and/or Microsoft Certified Professional

Pay range is $x - $x/year depending upon experience. We use national and industry-specific survey data to assist in determining compensation. Additionally, we consider factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function. Some roles will have variable pay.

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.   

Anthology is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.