Sofka Technologies is seeking a dedicated Service Desk Analyst at Level 1/1.5 to provide remote IT support and troubleshooting for end-users, ensuring smooth operations in a fast-paced tech environment. This entry-level role is perfect for building a career in IT support with opportunities for growth and professional development.

As a Service Desk Analyst - Level 1/1.5 at Sofka Technologies, you will be the first point of contact for users experiencing IT-related issues, providing timely and effective resolutions to minimize downtime. Your responsibilities will include logging and categorizing support tickets, performing initial diagnostics, and escalating complex problems to higher-level support when necessary. You will assist with software installations, password resets, and basic hardware troubleshooting, all while maintaining a positive user experience through clear communication.

In this remote role, you will collaborate with a distributed team across Latin America, contributing to the company's commitment to delivering high-quality IT services to clients in various industries. Sofka Technologies values innovation and continuous learning, offering you the tools and support to develop your technical skills. Ideal candidates are proactive problem-solvers who thrive in a dynamic, remote work setting and are eager to advance their careers in information technology.

This position is ideal for recent graduates or early-career professionals looking to gain hands-on experience in IT support while working for a leading software development and consulting firm.

• Basic knowledge of computer hardware, software, and networking fundamentals
• Experience with Windows and macOS operating systems, including troubleshooting common issues
• Strong customer service skills with the ability to communicate technical concepts to non-technical users
• Familiarity with ticketing systems and remote support tools (e.g., Remote Desktop, TeamViewer)
• Ability to work in shifts, including nights and weekends if required
• Proficiency in English; Spanish is a plus
• Relevant certification such as CompTIA A+ is advantageous but not mandatory

• Competitive monthly salary with performance-based incentives
• Fully remote work setup with flexible hours
• Opportunities for training and certification reimbursement
• Health insurance coverage and paid time off
• Access to a collaborative team environment with mentorship from senior analysts
• Career advancement paths within Sofka Technologies' global operations