Help Desk Analyst

About the role

Jostens is hiring a Help Desk Analyst in Santiago, working a hybrid schedule from 8:00 AM to 5:00 PM. The role manages incidents and user requests by providing equipment and access to systems and data in a timely way, acting as second-line support and system specialist for escalated customer inquiries and Tier II incident management.

Key responsibilities

• Provide first and second tier support to PC users on multiple hardware platforms and operating systems, and for approved software applications
• Handle escalations from Tier I, follow up on calls and track tickets until resolved or assigned to the right team
• Process hardware and software requests for new setups and upgrades, and assist mobile device users
• Troubleshoot problems, escalate to supervisors, Tier 3 or other departments when needed, and use incident, problem, asset, knowledgebase and remote-control tools
• Recognize incident trends, create reports and maintain documentation of incidents, requests, configurations and service records
• Maintain security controls, take part in IT Security policy work and share technical details with IS support teams
• Keep up with new software and hardware, improve the knowledgebase and take part in quality improvement

Required profile

• Associate degree, technical college degree or equivalent experience
• 0-2 years of systems administration experience; 2 years of related PC/network experience
• Good verbal and written communication, interpersonal skills and teamwork ability
• Ability to de-escalate difficult users and work with confidential information
• On-call availability (24/7 during the week) and possible short-notice commutes

Required skills

• Windows OS (various versions), MS Office and Outlook
• Core operating systems and applications, and software troubleshooting
• ITIL Service Management exposure
• Preferred: mobile devices, Mainframe and Oracle, and Microsoft products

What we offer

• Weekly payment
• Medical insurance, complementary medical insurance and life insurance
• Internal bank credit at a pharmacy and optical center
• Referral program and growth opportunities