Who We Are: Power Digital is an AI-Native Growth Firm built at the intersection of world-class talent and proprietary technology. We help leading and emerging brands grow by combining deep vertical expertise, strategic thinking, and enterprise intelligence to drive measurable business outcomes. For more than a decade, we have built our business around one belief: the best technology makes great people better. Our teams of strategists, creatives, analysts, and technologists use Omega, our AI operating system, to surface opportunities faster, investigate what is driving performance, and execute approved work with greater speed and precision. Behind Omega is Iris, our proprietary intelligence layer, built on years of real performance data, strategic frameworks, testing, and learnings from across our client portfolio. AI expands the capacity of our people to think, create, solve harder problems, and make better decisions. Human judgment, creativity, and accountability remain central to how we work. As a people-first firm, we value diversity in backgrounds and experiences. We strongly believe our people and culture are key to our success. We partner closely with our clients as an extension of their teams, working across strategy, execution, and measurement to identify what is truly blocking growth and determine what to do next. Our culture is built on people who are curious, ambitious, accountable, and committed to delivering meaningful results for our clients and for one another. At Power Digital, we believe the future belongs to teams that combine the best talent with the best technology. We are building that future today. ***Proficiency in spoken and written English at an advanced level is required for this role. #LI-MM1. A day in the life: As an IT Helpdesk Analyst, you'll be deeply involved in managing our ticketing system, ensuring IT support requests are efficiently addressed and aligned with our KPIs. Based in Medellín Metropolitan area (Conurbano), you'll spend your time tackling a variety of tasks, from assisting team members with system access issues, to handling laptop inventory and keeping technical documentation up to date. As a member of our Cybersecurity committee, you'll collaborate with different departments, contributing to compliance certification efforts for a large company. Your role will also involve regular maintenance and periodic security audits to uphold our standards. Each day offers a blend of technical challenges and collaborative efforts, making your role integral to our organization's smooth and secure operation. Key Responsibilities: - Keep track of all requests in our ticketing system to streamline IT support processes and facilitate KPI tracking - Offer support for a range of systems, including Okta, Google Workspace, Slack, Asana, and LastPass - Regularly perform maintenance and updates for IT systems and software to ensure optimal performance - Handle assets management for users in Colombia, including laptops configuration and shipping - Document IT procedures, commonly encountered issues, and their resolutions for future reference - Contribute to enhancing our internal AI Chatbot with common IT queries to expedite problem resolution for team members - Employ AI technologies to enhance and optimize business processes - Utilize and leverage Power Digital's Nova ecosystem as it relates to your department Role Requirements: - Bachelor's degree in Information Technology, Computer Science, or related field - 2+ years of experience in IT support or a related role - Proficient with Google Workspace, Slack, Asana, and LastPass. Okta experience is a plus - Strong understanding of IT principles and an ability to communicate technical concepts effectively to a varied audience - Excellent problem-solving and analytical skills - Ability to manage multiple tasks and projects in a fast-paced environment - Strong interpersonal and customer service skills - B2 English level or higher Key Performance Indicators (KPIs) - Ticket Resolution SLAs – 90% of helpdesk tickets resolved within agreed SLA timeframes (e.g., P1 in <1 hour, P2 in <4 hours, P3 in <24 hours) - First Contact Resolution (FCR) – Achieve >70% of issues resolved on first contact without escalation - User Satisfaction (CSAT) – Maintain an average satisfaction score of 4.5/5 or higher on post-ticket surveys - Incident Response – Respond to critical after-hours incidents within 15 minutes, with documented root cause analysis within 48 hours - Security Compliance – Ensure 100% completion of quarterly access reviews and zero unapproved admin account escalations Most Important Things (MITs) - Delivering swift and effective IT support to all team members - Continuously improving our IT infrastructure and process to support company growth - Upholding the highest standards of system security and data protection - Keeping abreast of the latest IT trends and technologies to drive innovation within the company - Great communication skills with users and stakeholders Power Digital’s people and culture are at the core of our success, which is why diversity in our team’s backgrounds and experiences are paramount. We are an Equal Opportunity Employer and our employees are people with different strengths, experiences, and backgrounds, who strive to make an impact inside and outside of the workplace. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion and many other parts of one’s identity. All of our employees' points of view are key to our success, and inclusion is everyone's responsibility. Please be aware of fictitious job openings, consulting engagements, solicitations, or employment offers from suspicious sources. These engagements may be an attempt to obtain private information, or to induce you to pay a fee for services related to recruitment or training. Power Digital does NOT charge any application, processing, or training fee at any stage of the recruitment or hiring process. All genuine job openings will be posted on our careers page at https://powerdigitalmarketing.com/company/careers/. If you have any doubts about the authenticity of any messaging behalf of Power Digital, please send us an email at recruiting@powerdigital.com before taking any further action in relation to the correspondence.

IT Helpdesk Analyst

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