IT Service Desk Specialist — 1st‑Line Support & ITSM

Pearl; Santa Fe Capital; Remote; ARS 84,554,000 - 138,361,000; Full time

Job summary

Assurant is seeking an IT Support Associate to provide first-level technical support and ensure effective delivery of IT services across the organization. This role supports IT infrastructure, telephony, network connectivity, hardware, software, and user access services.

The candidate will contribute to ITSM processes, including incident management, request fulfillment, and SLA compliance, while participating in continual service improvement initiatives following ITIL practices.

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 Technical Support, Help Desk, Service Desk, Desktop Support, or similar IT support role.

Responsibilities

• Provide first-level support for hardware, software, telecommunications, mobile devices, and network connectivity issues.
• Perform troubleshooting, diagnosis, and resolution of routine technical incidents affecting end users and business operations.
• Respond to requests for support, installation, configuration, relocation, and removal of hardware and software provided by the company.
• Own and track incidents and service requests through resolution, ensuring compliance with SLAs.
• Administer and maintain IT service management processes related to Incident Management and Request Fulfillment.
• Identify recurring issues, incident trends, and service improvement opportunities and communicate findings to appropriate IT teams.
• Collaborate with internal technical teams and third-party vendors to resolve escalated incidents and service requests.
• Provide excellent customer service and maintain effective communication with end users throughout the support lifecycle

Skills

Microsoft 365

Active Directory

Okta

DNS & DHCP

Networking fundamentals

Security basics

Intune

ITSM

Incident management

Bilingual Spanish/English

Education

Associate/Bachelor's in IT or related field

Tools

ServiceNow

Jira Service Management

Freshservice

Ivanti

ManageEngine

Power Automate

Power Apps

Copilot

Claude

Job description

Assurant is seeking an IT Support Associate to provide first-level technical support and ensure effective delivery of IT services across the organization. This role supports IT infrastructure, telephony, network connectivity, hardware, software, and user access services.

The candidate will contribute to ITSM processes, including incident management, request fulfillment, and SLA compliance, while participating in continual service improvement initiatives following ITIL practices.