IT Support Analyst

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About the Role

As a Service Desk Analyst – Office & Global IT Support (Mid-Level), you’ll serve as the primary IT presence for our Bogotá office while supporting global IT operations across regions. This hybrid role requires 3 days in the office and 2 days remote, combining hands-on technical support, ticket-based service delivery, device and account lifecycle management, and cross-functional collaboration to ensure a seamless technology experience for employees locally and globally.

Responsibilities

• Act as the primary on-site IT contact for the Bogotá office

• Provide hands-on technical support for hardware, software, meeting rooms, AV systems, and collaboration tools

• Maintain workspace IT standards, support office moves and events, and oversee local equipment storage and lifecycle activities

• Deliver IT support through ticketing and collaboration tools, managing medium to high-complexity incidents independently

• Prioritize and resolve requests based on SLA, severity, and business impact

• Document resolutions, perform root cause analysis, and identify service improvement opportunities

• Support onboarding and offboarding, including account provisioning, device setup, MDM enrollment, and equipment logistics

• Manage user accounts, asset inventory, and hardware lifecycle tracking

• Troubleshoot macOS and Windows environments and support core platforms such as Google Workspace, Microsoft 365, Slack, and Adobe

• Support identity, access, networking, VPN, Wi-Fi, firewalls, endpoint protection, and MDM tools

• Ensure compliance with security policies, support access reviews, and help maintain accurate documentation and SOPs

• Contribute to process improvement, automation opportunities, service metrics, and SLA tracking

• Other duties as assigned

About You

Qualifications & Skills

• 3–5 years of relevant work experience

• Experience supporting both in-office and remote/global teams

• Advanced macOS knowledge and solid Windows support experience

• Strong experience with Google Workspace, Freshservice or similar ITSM tools, and Slack

• Hands-on experience with Jamf, Intune, or other MDM platforms

• Familiarity with endpoint security tools such as CrowdStrike

• Experience with SSO and identity platforms such as Okta, OneLogin, or Duo

• Strong understanding of networking fundamentals, including VPN, DNS, Wi-Fi, and firewalls

• Experience with asset management, hardware lifecycle processes, and endpoint standards

• Understanding of SLAs, service delivery expectations, and IT service management best practices

• Strong English communication skills, both written and verbal

• Ability to work independently, take ownership, and represent Global IT locally with professionalism

• Strong problem-solving skills and the ability to manage multiple priorities effectively

• Collaborative, team-oriented mindset with leadership potential

#LI-Remote #LI-MO1

About Monks

Monks is the global, digital-first, data-driven, unitary operating brand of S4 Capital plc. With a legacy of innovation and specialized expertise, Monks combines an extraordinary range of global Marketing and Technology Services to redefine how brands interact with the world. Through Monks.Flow, its flagship AI ecosystem for marketing orchestration, Monks transforms marketing into a growth engine, collapsing timelines and connecting brands to culture in real time. By deploying bespoke intelligent agents across disciplines and delivering culturally relevant, high-impact creative and digital solutions, Monks solves key critical business challenges across the entire brand enterprise to help brands sustain long-term impact.

Monks was named a Contender in The Forrester Wave™: Global Marketing Services, ranks among Cannes Lions' Top 10 Creative Companies (2022-25) and remains the only partner featured in AdExchanger’s Programmatic Power Players list every year (2020-24). Named Adweek’s first AI Agency of the Year (2023) and The One Show’s inaugural AI Pioneer Organization, Monks was also awarded Business Intelligence Group’s 2025 Excellence in Artificial Intelligence Award in both the Organizational and AI Product categories. As a trusted partner to cutting-edge innovators in tech, Monks earned titles such as Optimizely Experimentation Partner of the Year (2025), runner-up for the Adobe Firefly Partner Award (2024), and Workato’s AI Visionary Customer Impact Award (2024). Additionally, Monks achieved a record-breaking number of FWAs and continues to hold the most of any partner.

We are an equal-opportunity employer committed to building a respectful and empowering work environment for all people to freely express themselves amongst colleagues who embrace diversity in all respects. Including fresh voices and unique points of view in all aspects of our business not only creates an environment where we can all grow and thrive but also increases our potential to produce work that better represents—and resonates with—the world around us.