IT Helpdesk Analyst

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

📋 Description

• Monitor all requests within the ticketing system to enhance IT support and aid KPI tracking.

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

• Conduct regular maintenance and updates for IT systems and software.

• Oversee asset management for users in Argentina, including laptop setup and shipping.

• Create documentation for IT procedures, common problems, and their solutions.

• Improve the internal AI chatbot by integrating frequent IT inquiries.

• Utilize AI technologies to enhance business processes.

• Leverage Power Digital's Nova ecosystem for departmental tasks.

• Participate in cybersecurity committee initiatives and compliance certification efforts.

• Execute periodic security audits and maintenance activities.

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

⛳️ Requirements

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

• At least 2 years of experience in IT support or a similar position.

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

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

• Exceptional problem-solving and analytical abilities.

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

• Strong interpersonal skills and a customer service orientation.

• B2 level of English or higher.

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

🏝️ Benefits

• Equal Opportunity Employer.

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

• People-first culture.

• AI-enabled work environment utilizing Omega, Iris, and the Nova ecosystem.