IT Support Analyst

Description

Job Summary: IT Support Analyst to manage requests, resolve issues, and ensure continuity of essential services with excellence. Key Highlights: 1. User support and incident resolution (Help Desk and Service Desk) 2. Technical diagnosis and resolution of hardware and software issues 3. Ticket management and tracking to ensure SLA compliance #### **About the Role:** We are seeking an IT Support Analyst to join our team and ensure excellence in technology service delivery. The professional will manage concurrent requests, resolve issues promptly, support users with diverse profiles, and guarantee SLA compliance and continuity of essential services for company operations. #### **Main Responsibilities:** * User support and incident resolution (Help Desk and Service Desk). * Technical diagnosis and resolution of hardware and software issues. * Preventive and corrective maintenance, operating system and equipment configuration. * Ticket management and tracking to ensure SLA compliance. * Remote and on-site technical support. * Documentation of processes, procedures, and solutions for the knowledge base. * Access and permission control in systems and networks. * Software and application installation and configuration. * Support in IT asset inventory management. #### **Mandatory Requirements:** * Completed or ongoing undergraduate degree in Information Technology or related fields. * Proven prior experience in technical support, Help Desk, or Service Desk. * Proficiency in user support and efficient incident resolution. * Solid knowledge of Windows operating systems (installation, configuration, and troubleshooting). * Basic understanding of computer networking (TCP/IP, internet, network shares). * Experience installing, configuring, and maintaining software and equipment (desktops, notebooks, printers). * Familiarity with ticketing systems. * Availability to provide remote and on-site support. #### **Desirable Qualifications (Advantageous):** * Experience with Active Directory (user/group creation and management, GPOs). * Knowledge of remote access tools (TeamViewer, AnyDesk, etc.). * Advanced networking concepts (DNS, DHCP, VPN). * Proficiency in Microsoft Office and/or Microsoft 365 (Outlook, Word, Excel, PowerPoint, Teams). * IT certifications (ITIL, Microsoft, CompTIA). * Knowledge of Linux operating systems. #### **Benefits:** * Transportation Allowance; * Pluxee (Meal Voucher); * Health Insurance; * Dental Insurance; * Welhub (formerly Gympass) or TotalPass \- gym partnerships; * Pluxee Cuida e Bem Estar \- psychological, nutritional, and other wellness services; * Partnerships with: Sesc, educational institutions, and leisure parks. #### **Work Schedule and Hours:** * Monday to Friday, from 08:00 to 18:00