Help Desk Analys

Role Description This part-time remote Help Desk Analyst role provides technical and customer support to internal users and, when applicable, external stakeholders accessing municipal systems and services. The Help Desk Analyst responds to support requests via phone, email, or ticketing systems, diagnosing issues related to desktop computers, applications, and network access, and guiding users through solutions. Daily tasks include documenting incidents, escalating complex problems to appropriate technical teams, and following up to ensure resolution and user satisfaction. The role also involves maintaining accurate records of support activities, contributing to knowledge base documentation, and supporting continuous improvement of IT service processes.
Qualifications
Technical Support and Help Desk Support skills to handle incoming requests, manage tickets, and provide timely assistance.
Troubleshooting and Desktop Computers skills to diagnose hardware and software issues and implement effective solutions.
Customer Support skills to communicate clearly, manage expectations, and maintain a professional, user-focused approach.
Basic understanding of operating systems, office productivity tools, and remote access technologies.
Strong problem-solving abilities, attention to detail, and capacity to work independently in a remote environment.
Effective written and verbal communication skills in Portuguese; basic English proficiency is an advantage.
Previous experience in a help desk, IT support, or similar role is preferred.
Relevant technical coursework, certifications, or vocational training in information technology or related fields is beneficial.

Work arrangement
No