Job details

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.

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CEO of Anthology

Jim Milton

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What You Should Know About Associate IT Support Technician II, Anthology

Are you ready to take the next step in your career as an Associate IT Support Technician II with Anthology? Based in Bogota, Colombia, you'll play a vital role in supporting our global workforce. In this position, you'll be the go-to person for users, whether they are working in the office or remotely. You'll manage and track hardware inventory, assist both Windows and Mac users, and respond to various service desk incidents. Think of it as your chance to make a significant impact on the learning experience of students and institutions globally. Your focus will be on diagnosing and resolving technical issues, from software glitches to hardware malfunctions. Additionally, you'll create and maintain user accounts in Active Directory while ensuring smooth operational processes. At Anthology, we value a diverse and inclusive workforce and believe that your unique background will contribute to our mission of empowering educators and creating vibrant learning environments. We're seeking someone self-motivated, detail-oriented, and eager to grow within our ITIL-based framework. Working here means you'll not only support users but also get to collaborate with an exceptional team committed to fostering innovation in education and technology. If you have 1-2 years of experience in a help desk or customer service setting and a knack for problem-solving, we’d love to hear from you. To thrive in this role, ensure you have strong communication skills in English, technical know-how, and a customer-focused mindset. Dive into the opportunity with Anthology, where you can truly help students reach their full potential!

Frequently Asked Questions (FAQs) for Associate IT Support Technician II Role at Anthology

What does an Associate IT Support Technician II at Anthology do?

As an Associate IT Support Technician II at Anthology, you'll be the primary support contact for users both in-office and remote. Your daily tasks will include managing hardware inventory, assisting with both Windows and Mac operating systems, and troubleshooting a variety of software and hardware issues. In essence, you'll play a crucial role in keeping our technology running smoothly, which is vital for realizing our mission of empowering educators and enhancing student success.