Mid Level IT Support Analyst

WHY DEPT

We are pioneers at heart. What this means is that 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. Thats why we hire curious self-driven talented people who never stop innovating.

Our culture is big enough to cope and small enough to care. Meaning that with people across 20 countries were big enough to provide you with the best tools global opportunities and benefits that help you thrive. While acting small by investing in you your growth your team and giving you the autonomy to solve our clients problems no matter where you are in the world.

JOB PURPOSE

In this role your primary role will be to manage IT support tickets and manage projects aligned with global initiatives which are assigned based on your training progression. Our focus is on fostering both your professional and personal growth through technical training while also emphasizing the development of interpersonal and soft skills to support a well-rounded career at DEPT.

You will report to the AMER Regional IT Director who will guide you through your 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 your openness to constructive feedback and your ability to apply newly acquired skills to future tasks and projects. While much of the work will involve routine and repetitive tasks essential to keeping the lights on we balance this with opportunities to work on engaging projects and develop new 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 laymans terms is highly valued along with strong customer service skills.

KEY RESPONSIBILITIES

Global Support: These responsibilities mark the beginning of your career at DEPT. As you gain experience you will become more efficient with tasks allowing you to take on additional training and responsibilities.

Your responsibilities will include but are not limited to the following:

• Collaborating with the Global IT Team to resolve daily tickets
• Provide support remotely using Jira Service Management ticketing system Slack email and video conferencing as primary sources of communication
• Being resourceful with troubleshooting referencing process documentation
• Ability to produce high-quality results minimizing errors and repeated questions
• Resolve IT Support tickets promptly
• Manage user accounts and permissions across multiple platforms in systems such as Atlassian Google Keeper Slack and other company tools with proper training
• General hardware support password resets basic troubleshooting
• Assist in employee onboarding and offboarding processes
• Conduct routine audits with detailed instructions provided by Product Owners
• Assist with maintaining IT documentation for systems applications internal processes etc.

WHAT WE ARE LOOKING FOR

A good fit for this role is someone who remains calm and level-headed handling challenging situations with composure while maintaining a positive attitude. You provide constructive feedback and express concerns professionally ensuring emotions dont hinder communication or teamwork. You also embrace change as essential for growth and recognize that adaptability is crucial to supporting the teams evolution.

• Bachelors degree in Information Technology Computer Science or a related field
• Approx. 3 - 4 years of experience in IT support or related roles
• Strong knowledge of IT software and hardware support
• Experience with Atlassian tools like Jira Confluence etc.
• Experience with Asset Management Systems
• Okta Jamf and InTune experience is a nice-to-have
• Experience managing and participating in projects prioritizing tasks and executing plans on time
• General knowledge of both Windows and macOS operating systems; must be able to navigate the UI and troubleshoot common issues
• Experience with SaaS applications like Google Workspace Office 365 Slack and other cloud-based software
• Self-motivated with excellent communication and interpersonal skills to foster collaboration and teamwork
• Confidence to propose IT process optimizations and implement solutions to enhance efficiency
• Experience working with culturally diverse teams with openness to and understanding of cultural differences
• Fluency in English with excellent communication skills (both written and verbal)
• Strong problem-solving skills and the ability to think analytically in fast-paced environments.
• Ability to prioritize and manage multiple tasks efficiently
• 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:

• We enjoy spending time together working closely with other local colleagues and getting to know one another. Youre more than welcome and we will encourage you to work from one of ouroffices in Villa Crespo or Mar del Plata as often as youd like.
• Premium healthcare through OSDE for the employee and their immediate family members
• Mendel prepaid card with a monthly allowance for grocery purchases
• Monthly reimbursements for Wi-Fi/electricity expenses
• Monthly reimbursements for training/English classes
• 100% covered Plant Total membership at Sportclub
• A flexible vacation policy
• Refreshments are provided in the office all week.
• A reputation for doing good. DEPT has been a Certified B Corp since 2021 and named Agency of the Year at both The Lovies and The Webby Awards.
• Awesome clients. Whether big or small local or global at DEPT youll get the opportunity to work with clients of all sizes and across all industries. And we celebrate all of our successes together!
• The opportunity for possibility. We want to enable you to do what you do best and help you develop your skills further with training development and certifications.
• Global annual DEPT Cares Month in which employees come together and donate their skills to support local charities.

WE SUPPORT YOU BEING YOU:

DEPT is an equal opportunity employer (EOE). We believe our work is its best when our people feel safe and free to be themselves. Were committed to an inclusive and barrier-free recruitment and selection process and workplace regardless of anyones identity background beliefs lifestyle or disabilities. So tell us about any accommodations you need. Its totally confidential and only used to make sure you feel fully supported at every step.

We are a B Corp-certified company passionate about purpose-driven work. Our hope is that you can feel good about the contributions DEPT is making to the world and we always have an open door for your ideas in making the world a better place.

DEPT is a pioneering technology and marketing services company that creates integrated end-to-end digital experiences for brands such as Google KFC Philips Audi Twitch Patagonia eBay and more. Its team of 2500 digital specialists across 30 locations on 5 continents delivers pioneering work on a global scale with a boutique culture.

Learn more about DEPT

DIVERSITY EQUITY & INCLUSION

At DEPT we take pride in creating an inclusive workplace where everyone has an equal opportunity to thrive. We actively seek to recruit develop nurture and retain talented individuals from diverse backgrounds with varying skills and perspectives.

Not sure you meet all qualifications Apply and let us decide! Research shows that women and members of underrepresented groups tend not to apply for jobs when they think they may not meet every requirement when in fact they do. We believe in giving everyone a fair chance to shine.

We also encourage you to reach out to us and discuss any reasonable adjustments we can make to support you throughout the recruitment process and your time with to know more about our dedication to diversity equity and inclusion Check out our efforts here.