**ABOUT US** With over 10 years of experience, we are a 100% Brazilian company that combines the innovation of a young and dynamic team with the traditions that define us. Our focus is on delivering exceptional experiences in the sports betting and online gaming sector, valuing ethics and always committed to providing quality and transparency to our customers. We are looking for a proactive and innovation-driven **Help Desk Analyst** to join our Technology team at Aposta Ganha! **Location:** Caruaru **Employment Type:** CLT **Department:** Technology **Working Hours:** 9:00 AM to 6:00 PM \- Monday to Friday **Job Responsibilities** Identify, diagnose, and resolve technical issues reported by internal clients, covering hardware, software, networks, and other technology areas; Support the installation, configuration, and updating of hardware and software, guiding users on the proper use of devices and applications; Provide basic training to employees on the effective use of systems and applications, including creating training materials and conducting in-person or virtual sessions; Record and document incidents and support requests, ensuring detailed logging of all relevant information for future reference; Monitor system and network performance to identify issues before they become critical, implementing monitoring tools and analyzing logs; Perform preventive maintenance tasks such as software updates, security patch application, and system integrity checks to prevent future problems; Maintain an accurate inventory of hardware and software, contributing to efficient management of the organization's IT assets; Keep users informed about the status of their service tickets, providing updates on known issues and ongoing solutions; Requirements: **Mandatory Requirements** Strong knowledge of hardware and software Previous experience as a Help Desk Analyst or in similar roles Prior experience in assembling and maintaining desktops and laptops Previous experience providing remote user support Prior experience with Office 365 Knowledge of operating systems (Windows, Linux, and MacOS) Prior work experience with Google Docs and Sheets as a Help Desk Analyst Education: Completed degree in Systems Analysis and Development, Computer Networks, Computer Science, Information Systems, or related fields **Desirable Requirements** Knowledge of monitoring tools such as Zabbix and Grafana Script manipulation skills Jira Atlassian GLPI Basic knowledge of networks and information security Technical English Certifications: CompTIA A\+, LPI, and MS\-900: Microsoft 365 Fundamentals