IT Service Desk Analyst

Job Description

About the Role

Title: IT Service Desk Analyst

Location: Argentina

Type: Full-time

Workplace: remote

Category: Information Technology Services

Job Description:

Join our team at ASAPP, where we’re developing transformative Vertical AI designed to improve customer experience. Recognized by Forbes AI 50, ASAPP designs generative AI solutions that transform the customer engagement practices of Fortune 500 companies. With our automation and simplified work processes, we empower people to reach their full potential and create exceptional experiences for everyone involved. Work with our team of talented researchers, engineers, scientists, and specialists to help solve some of the biggest and most complex problems the world is facing.

ASAPP is seeking a full-time Senior IT Service Desk Analyst to help support our Latam region. You will work alongside fellow Service Desk Analysts in Buenos Aires, and New York. You should have a strong background in end-user/desktop support and be genuinely passionate about helping people, solving complex problems, performing technical tasks independently and learning about the latest IT technologies. You will be very familiar with the end-user life cycle, day-to-day troubleshooting, remote support, workflow automation, and timely management and completion of service desk tickets.

What you’ll do

Provide technical support to our staff as the first point of contact operating within given SLAs

Perform onsite or remote troubleshooting through diagnostic techniques and pertinent questions

Walk the customer through the problem-solving process

Follow-up and update customer status and information

Create technical documentation and how-to articles

Contribute to multiple projects and/or own a project within the Information Technology Services team

Provide on-call support

What you’ll need

3+ year of end-user support/service desk experience

Self-learner attitude, ability to work independently, and outstanding problem solving skills

Excellent written and verbal communication skills

Good understanding of computer systems, mobile devices, and other tech products

IT assets management experience

Experience in at least 4 of the following areas: Networking; Collaboration tools (Google Suite, Office 365); Cloud services (Amazon Web Services, Google Cloud Platform, Azure, other); Directory services (LDAP, Active Directory); Identity management (Okta, Active Directory); SaaS platforms; Multi factor authentication (DUO, Google Authenticator); OS Troubleshooting (macOS, Linux and Windows)

What we’d like to see

Deep knowledge of MacOS and/or Linux

Identity and Access Management (IAM)

Supporting corporate infrastructure

User lifecycle management

Experience with PC’s and Microsoft Intune

Technical onboarding and offboarding of employees

Benefits

Competitive compensation

Stock options

OSDE 410 for the family group

Wellness perks

Learning & development stipend

Mac equipment

3 weeks vacation

English lessons

ASAPP is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status.