IT Service Desk Associate — 1st Line Support & ITIL

Eng

Santa Fe Capital

On-site

ARS 46,120,000 - 70,718,000

Full time

3 days ago

Be an early applicant

A complete application in a minute

Tailored resume and cover letter, ready to send.

Get past ATS filters

Job summary

Assurant is seeking a Technical Support Associate to deliver first-level IT support across the organization. You will assist end users with hardware, software, network, and access issues, contributing to reliable IT services and a positive user experience.

You will operate within ITSM processes (Incident Management, Request Fulfillment) and ensure SLA adherence, collaborating with IT teams and vendors. Strong problem solving and bilingual Spanish/English communication are essential.

Qualifications

Associate's or Bachelor's Degree in Information Technology, Computer Systems, Computer Science or Engineering, or equivalent experience.
At least two (2) years of experience in a Technical Support, Help Desk, Service Desk, Desktop Support, or similar IT support role.
Experience administering and supporting Microsoft 365 services.
Experience with identity and access management solutions (e.g., Active Directory, Okta).
Knowledge of DNS, DHCP, and networking fundamentals.
Understanding of cybersecurity fundamentals, endpoint protection, phishing awareness, and security incident escalation procedures.
Familiarity with endpoint management solutions such as Microsoft Intune, endpoint provisioning, and device compliance management.
Knowledge of IT Service Management (ITSM) concepts and processes.
Understanding of Incident Management, Request Fulfillment, escalation procedures, and SLA management.
Strong customer service orientation and commitment to delivering a positive end-user experience.
Excellent written, verbal, and interpersonal communication skills in Spanish and English.
Ability to collaborate effectively across technical and business teams.
Demonstrated accountability, organization, and attention to detail.

Responsibilities

Provide first-level hardware, software, telecommunications, mobile devices, and network connectivity support.
Troubleshoot, diagnose, and resolve routine technical incidents affecting end users and business operations.
Respond to requests for hardware/software installation, configuration, relocation, and removal.
Own and track incidents and service requests through resolution, ensuring SLA compliance.
Administer and maintain ITSM processes related to Incident Management and Request Fulfillment.
Identify recurring issues, incident trends, and service improvement opportunities.
Collaborate with IT teams and third-party vendors to resolve escalated incidents and requests.
Provide excellent customer service and maintain effective communication with end users throughout the support lifecycle.