IT Helpdesk Analyst

This is a fully remote position, open to applicants in Argentina.

📋 Description

• Oversee and monitor IT support requests within the ticketing system while ensuring alignment with KPIs.

• Provide support for systems including Okta, Google Workspace, Slack, Asana, and LastPass.

• Conduct maintenance and updates for IT systems and software.

• Manage IT assets for users located in Argentina, which includes laptop configuration and shipping.

• Document IT procedures, frequently encountered issues, and their resolutions.

• Improve the internal AI chatbot by incorporating common IT inquiries.

• Utilize AI technologies to enhance business processes.

• Leverage Power Digital's Nova ecosystem within the department.

• Collaborate with various departments as a member of the Cybersecurity committee.

• Assist in compliance certification initiatives, routine maintenance, and periodic security audits.

• Achieve KPIs related to ticket-resolution SLAs, first-contact resolution, user satisfaction, incident response, and security compliance.

⛳️ Requirements

• A Bachelor's degree in Information Technology, Computer Science, or a related discipline.

• A minimum of 2 years of experience in IT support or a similar role.

• Proficient in Google Workspace, Slack, Asana, and LastPass; experience with Okta is advantageous.

• Strong grasp of IT principles and the ability to convey technical concepts effectively to diverse audiences.

• Excellent analytical and problem-solving abilities.

• Capability to juggle multiple tasks and projects in a dynamic environment.

• Strong interpersonal and customer service skills.

• B2 English level or above.

• Advanced proficiency in both spoken and written English is essential.

🏝️ Benefits

• Equal Opportunity Employer.

• Commitment to diversity and inclusion across race, gender identity, age, disability status, veteran status, sexual orientation, religion, and other identities.

• No application, processing, or training fees at any stage of the recruitment or hiring process.