Job Description: The primary objective of this role is to provide exceptional support to internal customers, ensuring that their technology needs are met and IT problems are resolved efficiently. This involves collaborating with the Support Engineering team to develop impactful and educational interactions that drive effective solutions. As an IT Support Specialist, you will be responsible for troubleshooting and resolving a high volume of tickets within set SLA commitments. You will also assist employees remotely via various communication channels, documenting your analysis and findings in a timely and concise manner. This role requires a subject matter expert who can stay up-to-date with existing and new SaaS services and integrations. Additionally, you will be expected to uphold system security standards and contribute to the development of innovative ways to improve IT processes and customer service through help articles and project outlines. Required Skills and Qualifications: - High School Diploma or equivalent experience. - Experience in a fast-paced environment with independent workflows, resolving 100+ tickets on a weekly basis within an average SLA of 30 minutes to 1 hour. - Experience in assisting customers remotely via telephone, written correspondence, and video calls. - Extensive expertise in both MacOS and Windows operating systems, able to independently troubleshoot and resolve a variety of software and hardware issues for computers, tablets, printers, scanners, and other peripherals. - Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, and VPN as well as network troubleshooting workflows. - Proficient in implementing and managing Identity Access Management solutions including secure password and MFA policies alongside identity federation best practices. - Experience in troubleshooting and managing a wide variety of SaaS applications including GSuite, Okta, Atlassian Cloud, Meraki and Mosyle MDM. - Able to provide thorough and detailed analysis on issues assigned to you and document your findings + troubleshooting workflows in a timely and organized manner. - Outstanding customer service and communication skillsets with proven ability to assist others in a timely manner with empathetic and impactful problem solving. - Experience with Mobile Device Management systems and familiarity with basic concepts of device provisioning, profile and app management alongside compliance monitoring. - Strong documentation skills for creating and maintaining knowledge base articles, how-to articles, and project outlines. - Healthcare industry background with HIPAA compliance expertise. Benefits: Referrals increase your chances of interviewing at Carbon Health by 2x. Get notified about new Information Technology jobs in Bogota, D.C., Capital District, Colombia. Bogota, D.C., Capital District, Colombia Others: Seniority level: Entry level Employment type: Full-time Job function: Information Technology Industries: Hospitals and Health Care