Help Desk Analyst (IT Infrastructure Support)

Description

Job Summary: We are seeking a professional to provide first-level technical support, diagnose and resolve IT issues, and contribute to the continuous improvement of processes. Key Highlights: 1. First-level technical support for employees 2. Diagnosis and resolution of hardware and software issues 3. Focus on internal customer service Description: Technical Requirements * Knowledge of Windows operating systems (user-level and basic administration); * Prior experience in technical support will be considered an advantage; Behavioral Competencies (Soft Skills) * Clear and empathetic communication; * Organization and prioritization management; * Analytical ability to solve problems; * Proactivity and sense of urgency; * Teamwork; * Focus on internal customer service; Education * Currently pursuing a bachelor's degree in: Information Technology, Information Systems, Computer Networks, or related fields; Main Responsibilities * Provide first-level technical support to employees (via phone, e\-mail, in-person, or ticketing tool); * Diagnose and resolve issues related to hardware, software, networks, corporate systems, and workplace tools; * Open, register, classify, and track tickets, ensuring SLA compliance and service quality; * Install, configure, and update computers, laptops, printers, and other peripherals; * Support the Infrastructure team in preventive and corrective maintenance routines for equipment; * Assist in access account administration (creation, password reset, permissions); * Monitor IT equipment and resources, reporting incidents and risks to the Infrastructure team; * Document procedures, manuals, and best practices for technology usage; * Support hardware and software inventory organization; * Contribute to the continuous improvement of IT processes and policies; 2512100202181911586