IT Helpdesk Analyst — AI-Driven Tech Support & Security

Openkrill; United States; Remote; USD 9,900 - 13,000; Full time

Job summary

Power Digital is seeking an IT Helpdesk Analyst based in the Medellín Metropolitan area to manage tickets, support multiple systems, and maintain documentation. The role involves collaboration with the cybersecurity committee, ensuring security standards, and contributing to AI-driven process improvements.

Strong English and 2+ years in IT support are required. We emphasize a service-oriented mindset, clear communication, and the ability to balance multiple tasks in a fast-paced environment.

Qualifications

• 2+ years of IT support or related experience.
• Strong understanding of IT principles and best practices.
• Ability to explain technical concepts to diverse audiences.
• B2 English level or higher.

Responsibilities

• Manage tickets in the ticketing system and track SLA performance.
• Support systems including Okta, Google Workspace, Slack, Asana, and LastPass.
• Perform routine IT maintenance and updates for optimal performance.
• Handle asset management for users in Colombia, including laptop config and shipping.
• Document IT procedures and common issue resolutions for knowledge sharing.
• Contribute to AI chatbot improvements for common IT queries.
• Leverage AI to optimize business processes and use Nova ecosystem where relevant.

Skills

IT support

English proficiency

Customer service

Communication skills

Education

Bachelor's degree in Information Technology or related field

Tools

Google Workspace

Slack

Asana

LastPass

Okta

Job description

Power Digital is seeking an IT Helpdesk Analyst based in the Medellín Metropolitan area to manage tickets, support multiple systems, and maintain documentation. The role involves collaboration with the cybersecurity committee, ensuring security standards, and contributing to AI-driven process improvements.

Strong English and 2+ years in IT support are required. We emphasize a service-oriented mindset, clear communication, and the ability to balance multiple tasks in a fast-paced environment.