Junior IT Support Analyst | Argentina

As a Junior IT Support Analyst at DEPT®, your key responsibilities will revolve around managing IT support tickets, collaborating with the Global IT team to troubleshoot issues, and providing remote support via Jira Service Management, Slack, and other platforms. You’ll assist with user account management across multiple applications, support hardware issues, and participate in employee onboarding/offboarding processes, all while ensuring excellent communication with your colleagues.

To become a Junior IT Support Analyst at DEPT®, you typically need a bachelor's degree in Information Technology, Computer Science, or a related field, along with approximately 1.5 to 2 years of experience in IT support. Familiarity with tools like Atlassian, and knowledge of Windows and macOS operating systems are also crucial. Strong interpersonal and communication skills are key for this role, as you'll be working with a culturally diverse team.

At DEPT®, the professional development of Junior IT Support Analysts is a priority. You'll receive tailored training to enhance both your technical abilities and soft skills, ensuring a well-rounded career growth path. Regular feedback loops, hands-on projects, and opportunities to propose process optimizations will further enrich your experience and skill set.

The work culture for a Junior IT Support Analyst at DEPT® is inclusive and collaborative. With employees from over 20 countries, you’ll engage in teamwork and cultural exchange, fostering an environment that values openness and constructive feedback. We encourage autonomy, enabling you to tackle challenges while receiving guidance from experienced mentors.

As a Junior IT Support Analyst at DEPT®, you will work with a variety of tools, primarily including Jira Service Management for ticketing, Slack for communication, and other systems such as Google Workspace and Office 365. Basic troubleshooting will often involve working with both Windows and macOS operating systems, ensuring you're well-versed in the technology landscape.

When tackling technical issues, I prioritize understanding the problem first by asking the right questions and gathering detailed information. I reference documentation for procedures and troubleshoot systematically to minimize errors, ensuring that I follow through until the issue is resolved, while maintaining communication with users.

In challenging customer interactions, I remain calm and composed, listening actively to their concerns. I empathize with their frustration and assure them that I’m here to help. By explaining technical jargon in simple terms and providing clear solutions, I build trust and foster a collaborative relationship.

I have hands-on experience with Jira, where I manage and resolve support tickets promptly. My familiarity with the system allows me to prioritize tasks based on urgency and ensure that all issues are documented effectively, facilitating communication with the IT team and tracking resolution times.

Essential tools for a Junior IT Support Analyst include ticket management systems like Jira, communication platforms like Slack, and familiarity with software such as Google Workspace and Office 365. Having a solid understanding of these tools aids significantly in managing workflows and providing support efficiently.

When managing multiple requests, I assess each ticket's urgency and impact, categorizing them accordingly. I communicate with clients to set their expectations and work methodically through high-priority tasks while staying organized, ensuring that I address all requests efficiently.

I believe strong communication skills are crucial for a Junior IT Support Analyst. Being able to convey technical information clearly to colleagues and users is vital, as is the ability to listen and understand their concerns, fostering a collaborative approach to problem-solving.

I stay updated with technology trends by subscribing to industry newsletters, participating in webinars, and engaging in online forums related to IT support. Additionally, I follow influential figures on social media and take advantage of any training opportunities offered by my employer.

In my previous role, I was tasked with adopting a new ticketing system that was recently implemented. I quickly engaged with the training resources available, practiced using the system, and collaborated with colleagues, which allowed me to effectively support our team within a short timeframe.

If I encounter a technical question I can't immediately answer, I would assure the user that I would look into it. I would consult relevant documentation, engage with my colleagues for insights, and follow up with a solution, ensuring the user feels valued and informed throughout the process.

During peak periods, I practice stress management techniques such as time management and prioritization. I break tasks into manageable chunks and take short breaks to recharge. Maintaining open communication with my team helps in distributing workload effectively and tackling high-pressure situations.