Help Desk Analyst

Help Desk Analyst

We are looking for a Help Desk Analyst, based in Latin America to work on a long-term project for one of our clients, a hyper-growth fintech company based in Los Angeles, California. Our client’s mission is to make financial advice better and more accessible for everyone. They are building a revolutionary platform for financial advisors and their clients to remove the friction from investing and reduce the barrier to entry into wealth creation and management.

Responsibilities:

• Diagnose and resolve advanced hardware, software, network, and application issues that require more depth than entry-level support.
• Manage user accounts, permissions, and security groups in Identity and Access Management systems and Active Directory.
• Monitor office network performance, configure network hardware, and troubleshoot VPN-related issues.
• Handle device imaging (e.g., Jamf, Intune), set up new workstations, and manage physical and virtual server resources.
• Maintain detailed documentation of issues in Jira Service Management, create knowledge base articles, and provide detailed RCA for recurring issues.
• Act as a bridge between L1 support and systems administration/engineering teams, handle escalated tickets and collaborate on major incidents.

Requirements:

• Advanced level of English.
• 4+ years of experience as a Help Desk Analyst.
• Experience with internet security tools and data governance.
• Experience in network management with understanding of TCP/IP protocols and LAN/WAN configuration.
• Strong knowledge of Google Suite, Office 365, Okta, AWS, Zoom, and Active Directory.
• Experience with endpoint device management tools such as Jamf, VSA, MS Intune.
• Preferred: experience with Windows and PC endpoints.
• Experience integrating IT systems via APIs to streamline automation, and improve support efficiency.
• Confidence in using AI/low-code (OktaWorkflows, n8n, Claude Code, Glean) tooling to automate manual tasks.
• Strong knowledge of information technology, computer systems, applications, and networking.
• Strong communication, interpersonal, organizational, and coordination skills.
• Bonus points: Bachelor's Degree in Computer Science, Systems Engineering or related fields. Knowledge of Cisco Meraki network management.

What we offer:

• Compensation in USD
• Paid time off
• Cool clients and products
• Work with great engineers
• 4tech