IT Helpdesk Analyst

IT Helpdesk Analyst

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.

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 Buenos Aires’ 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 Argentina, 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