{"id":4034142,"url":"https://alion.io/job/stefanini-help-desk-analyst-l1","title":"Help Desk Analyst L1","company":{"id":4495249,"name":"Stefanini","domain":"stefanini.com.br","url":"https://alion.io/company/stefanini-latam","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Gupy","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"contractor","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bogotá, Colombia"],"countries":["CO"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"ITSM","optional":false},{"name":"Linux","optional":false},{"name":"Microsoft Office","optional":false},{"name":"TCP/IP","optional":false},{"name":"Unix","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-11-10T15:24:29Z","employer_posted_date":"2026-11-10","last_verified_at":"2026-11-12T02:39:48Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"¡Sé parte de Stefanini!\nEn Stefanini somos más de 30.000 genios, conectados desde 41 países, haciendo lo que les apasiona y co-creando un futuro mejor.\nResponsabilidades e atribuições\n1. Recepción y Gestión Inicial de Requerimientos\nRecibir por los canales correspondientes al servicio de soporte primer nivel las consultas, incidentes y solicitudes de los usuarios. En este sentido, Stefanini garantizará los recursos necesarios para la atención, procesando y resolviendo incidentes y solicitudes de servicio.\nApertura y actualización de los incidentes en la herramienta ITSM.\nAsignar correctamente la severidad al requerimiento.\nRealizar la clasificación inicial del incidente.\nProveer el estado de las solicitudes.\n2. Resolución y Escalamiento\nResolver, cuando sea posible, los incidentes reportados.\nEscalar el incidente a otros grupos de soporte.\n3. Seguimiento y Cierre\nVerificar con el usuario que su incidente haya sido resuelto.\nCerrar el registro del incidente.\nRealizar el debido seguimiento de los incidentes que se escalen a otros grupos de soporte.\nMantener informados a los usuarios permanentemente sobre el estado y progreso de los incidentes y su resolución a través de la herramienta ITSM.\nRealizar un estricto control y seguimiento de los casos escalados a segundo nivel de los grupos de apoyo.\nRequisitos e qualificações\nRequisitos y competencias:\nExperiencia comprobada como analista de mesa de ayuda o puesto similar.\nFuerte conocimiento de los sistemas operativos Windows y Microsoft Office Suite, Linux, Unix\nFamiliaridad con la resolución de problemas de hardware.\nExcelentes habilidades de comunicación y resolución de problemas.\nLas certificaciones relevantes (p. ej., CompTIA A+, Microsoft Certified Professional) son una ventaja\nTécnico o Tecnólogo en ingeniería de sistema o carreras afines.\nExperiencia:\n1 años mínimo ejecutando tareas de soporte de TI a usuarios finales\nMínimo: Ofimática / M365 Certificación Microsoft Windows\nSoporte de Hardware y Software: Configuración de equipos y periféricos.\nDeseable: Conceptos básicos de ciberseguridad Sistemas Operativos: Windows, MacOS, Linux, iOS, Android Conocimiento de redes: TCP/IP, DNS, DHCP, VPNs, Cableado estructurado, Wifi\nPlus: Conocimiento en equipos CISCO: routers, switches, sistemas de seguridad y gestión de redes - 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