IT Helpdesk Analyst (AI)

Location: Remote - Colombia; the role description also states that the position is based in Buenos Aires’ Metropolitan area and supports users in Argentina.

Company

hirify.global is an AI-native growth firm combining strategic services, proprietary technology, and performance intelligence for brands.

What you will do

• Manage IT support requests through the ticketing system and track resolution KPIs and SLAs.
• Support Google Workspace, Slack, Asana, LastPass, and Okta-related access and system issues.
• Maintain IT systems and software, configure laptops, and manage asset shipping for users in Argentina.
• Document IT procedures, recurring issues, and resolutions for future reference.
• Contribute common IT queries to the internal AI chatbot and use AI to improve business processes.
• Participate in cybersecurity compliance activities, access reviews, maintenance, and periodic security audits.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• At least 2 years of experience in IT support or a related role.
• Proficiency with Google Workspace, Slack, Asana, and LastPass; Okta experience is a plus.
• Strong IT fundamentals, problem-solving ability, analytical skills, and customer service communication.
• Ability to manage multiple tasks and projects in a fast-paced environment.
• Advanced spoken and written English; B2 level or higher required.

Culture & Benefits

• Remote work arrangement with a focus on collaboration across departments.
• Participation in cybersecurity and compliance initiatives for a large organization.
• Performance expectations include 90% ticket resolution within agreed SLA timeframes and more than 70% first-contact resolution.
• Critical after-hours incidents require a response within 15 minutes and documented root-cause analysis within 48 hours.
• Security targets include completion of quarterly access reviews and zero unapproved administrator-account escalations.