IT Service Desk Associate - Tier 1 Support & ITSM

Worldwide Clinical Trials D.O.O.; Santa Fe Capital; On-site; ARS 64,569,000 - 98,390,000; Full time

Job summary

Assurant is seeking a Technical Support Associate to provide first-level IT support across the organization, maintaining IT services, hardware, software, and network connectivity. The role emphasizes ITIL-aligned incident management, request fulfillment, and SLA adherence.

You will work with internal IT teams and vendors, communicate with end users in English and Spanish, and contribute to service improvements while supporting Microsoft 365, Active Directory, and endpoint management.

Qualifications

• Associate's or Bachelor's Degree in Information Technology, Computer Systems, Computer Science or Engineering, or equivalent experience.
• Minimum 2 years in Technical Support or similar IT support role.
• Experience administering and supporting Microsoft 365 services.
• Experience with identity and access management (Active Directory, Okta).
• Knowledge of DNS, DHCP, and networking fundamentals.
• Understanding of cybersecurity fundamentals and endpoint protection.
• Familiarity with endpoint management (Microsoft Intune).
• Knowledge of ITSM concepts, Incident Management, and SLA management.
• Strong customer service orientation and communication skills in English and Spanish.
• Ability to collaborate across technical and business teams.

Responsibilities

• Provide first-level support for hardware, software, telecommunications, mobile devices, and network connectivity issues.
• Troubleshoot, diagnose, and resolve routine technical incidents affecting end users and operations.
• Respond to requests for hardware/software installation, configuration, relocation, and removal.
• Own and track incidents and service requests through resolution per SLAs.
• Administer IT service management processes related to Incident Management and Request Fulfillment.
• Identify recurring issues and communicate findings to IT teams.
• Collaborate with internal teams and third-party vendors to resolve escalated incidents.
• Provide excellent customer service and maintain effective communication with end users.

Skills

Microsoft 365

Active Directory

Okta

DNS

DHCP

Networking fundamentals

Intune

ITSM

Incident management

SLA management

Spanish/English communication

Education

Associate's or Bachelor's Degree in Information Technology, Computer Systems, Computer Science or Engineering, or equivalent experience.

Tools

ServiceNow

Jira Service Management

Freshservice

Ivanti

ManageEngine

Job description

Assurant is seeking a Technical Support Associate to provide first-level IT support across the organization, maintaining IT services, hardware, software, and network connectivity. The role emphasizes ITIL-aligned incident management, request fulfillment, and SLA adherence.

You will work with internal IT teams and vendors, communicate with end users in English and Spanish, and contribute to service improvements while supporting Microsoft 365, Active Directory, and endpoint management.