Mid Level IT Support Analyst

Job description

Overview

We are pioneers at heart.

We always lean forward, thinking of what we can create tomorrow that does not exist today.

We were born digital and we are a new model of agency, with a deep skillset in tech and marketing.

We hire curious, self-driven, talented people who never stop innovating.

Our culture is big enough to cope and small enough to care.

With people across 20+ countries, we provide tools, global opportunities, and benefits to help you thrive, while investing in you, your growth, your team, and giving you autonomy to solve our clients' problems, no matter where you are in the world.

Job purpose

In this role, your primary responsibility is to manage IT support tickets and manage projects aligned with global initiatives assigned based on your training progression.

Our focus is on fostering professional and personal growth through technical training, while developing interpersonal and soft skills for a well-rounded career at DEPT®.

You will report to the AMER Regional IT Director, who will guide you through training and career development, helping you navigate challenges related to tasks, projects, and work relationships.

Teamwork is essential, as you will collaborate with colleagues globally, and understanding and navigating cultural differences will be a key part of your interactions.

We value openness to constructive feedback and the ability to apply newly acquired skills to future tasks and projects.

While much work involves routine tasks essential to keeping the lights on, we balance this with opportunities to work on engaging projects and develop new skills.

In the early stages, expect detailed instructions and a constant feedback loop.

As communication develops and trust is built, you will gain greater autonomy.

Our customers are DEPT® employees worldwide, so clear communication is critical when addressing their requests.

The ability to explain technical information in layman’s terms is highly valued, along with strong customer service skills.

Key responsibilities

Global Support: Start of your career at DEPT®.

As you gain experience, you will become more efficient with tasks and take on additional training and responsibilities.

• Collaborate with the Global IT Team to resolve daily tickets
• Provide remote support using Jira Service Management, Slack, email, and video conferencing
• Be resourceful with troubleshooting, referencing process documentation
• Produce high-quality results, minimizing errors and repeated questions
• Resolve IT support tickets promptly
• Manage user accounts and permissions across multiple platforms (e.g., Atlassian, Google, Keeper, Slack) with proper training
• General hardware support, password resets, basic troubleshooting
• Assist in employee onboarding and offboarding processes
• Conduct routine audits with detailed instructions from Product Owners
• Maintain IT documentation for systems, applications, internal processes, etc.
  
  

What we are looking for

A good fit for this role remains calm under pressure, handles challenging situations with a positive attitude, provides constructive feedback professionally, embraces change, and adapts to support the team's evolution.

• Bachelor's degree in Information Technology, Computer Science, or a related field
• Approx.
  
  3 - 4 years of IT support or related experience
• Strong knowledge of IT software and hardware support
• Experience with Atlassian tools (Jira, Confluence, etc.)
• Experience with Asset Management Systems
• Okta, Jamf, InTune experience is a plus
• Experience managing and participating in projects, prioritizing tasks, and executing plans on time
• General knowledge of Windows and macOS; ability to troubleshoot common issues
• Experience with SaaS applications (Google Workspace, Office 365, Slack, etc.)
• Self-motivated with excellent communication and interpersonal skills
• Ability to propose IT process optimizations and implement solutions
• Experience working with culturally diverse teams
• Fluency in English, with excellent written and verbal communication
• Strong problem-solving and analytical thinking in fast-paced environments
• Ability to prioritize and manage multiple tasks
• Ability to adapt to rapidly changing technologies and environments
• Familiarity with cybersecurity principles and best practices
• Ability to document technical processes and create user-friendly guides
• Proactive attitude in identifying and resolving technical issues

Scripting experience (required)

• Python scripting
• Strong understanding of API management

We offer

• Opportunity to work from DEPT offices (e.g., Villa Crespo or Mar del Plata) as often as you like
• Premium healthcare through OSDE for you and your immediate family
• Mendel prepaid card with monthly grocery allowance
• Monthly reimbursements for Wi-Fi/electricity and training/English classes
• 100% covered Plant Total membership at Sportclub
• Flexible vacation policy
• Office refreshments all week
• DEPT® is a Certified B Corp® and has won agency awards; opportunity to work with diverse clients globally
• Support for career growth with training, development, and certifications
• Global DEPT® Cares Month to support local charities

Equal opportunity and inclusion

DEPT® is an equal opportunity employer (EOE).

We are committed to an inclusive, barrier-free recruitment, selection process, and workplace regardless of identity, background, beliefs, lifestyle, or disabilities.

Accommodations are available on request and kept confidential.

Required Skill Profession

Other General