IT Helpdesk Analyst

Role overview An AI-native growth consultancy is hiring an IT Helpdesk Analyst based in the Buenos Aires metropolitan area to manage day-to-day IT support, asset lifecycle, and security-related tasks across a distributed team. The role blends frontline ticketing, system administration for a modern SaaS stack, and contributions to internal documentation and AI tooling.

Responsibilities - Track all support requests in the ticketing system to streamline IT support workflows and monitor KPIs. - Provide support across Okta, Google Workspace, Slack, Asana, and LastPass. - Perform regular maintenance and updates for IT systems and software to keep performance optimal. - Manage IT assets for users in Argentina, including laptop configuration and shipping. - Document IT procedures, recurring issues, and resolutions for internal reference. - Contribute content to an internal AI chatbot with common IT queries to accelerate resolution. - Participate in the Cybersecurity committee, contributing to compliance efforts, periodic security audits, and access reviews.

Requirements - Bachelor's degree in Information Technology, Computer Science, or a related field. - 2+ years of experience in IT support or a related role. - Proficiency with Google Workspace, Slack, Asana, and LastPass; Okta experience is a plus. - Strong understanding of IT fundamentals and the ability to explain technical concepts to varied audiences. - Solid problem-solving, analytical, multitasking, and customer-service skills. - Advanced proficiency in spoken and written English (B2 level or higher).

Nice to have - Hands-on use of AI tools to enhance and optimize IT or business processes.

Benefits and work setup - KPIs include ticket-resolution SLAs (90% within agreed timeframes), user satisfaction (CSAT averaging 4.5/5 or higher), rapid after-hours incident response with documented root cause analysis within 48 hours, and 100% completion of quarterly access reviews. - Most important priorities: swift, effective IT support; continuous improvement of infrastructure; high standards of system security and data protection; staying current with IT trends; and clear communication with users and stakeholders.