IT Helpdesk Analyst

About the role

Power Digital, an AI-native growth firm, is looking for an IT Helpdesk Analyst based in the Medellín metropolitan area (Conurbano). You will manage the ticketing system so that IT support requests are handled efficiently and aligned with KPIs, while also helping with asset management, system maintenance and the company's cybersecurity compliance efforts.

Key responsibilities

• Track all requests in the ticketing system to streamline IT support and enable KPI tracking
• Support a range of systems, including Okta, Google Workspace, Slack, Asana and LastPass
• Perform regular maintenance and updates of IT systems and software
• Manage user assets in Colombia, including laptop configuration and shipping
• Document IT procedures, common issues and their resolutions
• Help improve the internal AI chatbot for common IT queries
• Use AI technologies to optimise business processes and leverage the Nova ecosystem
• Contribute to cybersecurity compliance certification, including regular maintenance and security audits

Required profile

• Bachelor's degree in Information Technology, Computer Science or a related field
• 2+ years of experience in IT support or a related role
• Advanced proficiency in spoken and written English (B2 or higher)
• Strong problem-solving, analytical and communication skills, able to explain technical concepts to a varied audience
• Able to manage several tasks in a fast-paced environment

Required skills

• Google Workspace, Slack, Asana and LastPass
• Okta experience is a plus