Provide first-level technical support for IT issues, manage incidents in ITSM systems, and assist with user account management. Responsibilities include troubleshooting software and hardware problems while maintaining documentation and user guidance.
Summary Generated by Built In
We are seeking a motivated and detail-oriented IT Service Desk Analyst to join our team in Santo Domingo. You will be the first point of contact for technical support, handling common IT issues and escalating complex cases. This role is ideal for candidates with early IT support experience who want to continue growing. English fluency (native or bilingual) is required due to work with international teams.
Key
Responsibilities:
Provide first-level technical support via phone, email, and ticketing tools
Log and track incidents and service requests in ITSM systems
Troubleshoot OS, hardware, software, and basic network issues
Escalate unresolved problems to higher-level teams
Assist with user account management (password resets, access permissions)
Provide clear user guidance and contribute to documentation
Support workstation setup, installations, and peripherals
Maintain knowledge base content
Follow company SOPs, IT policies, and security standards
Requirements
Strong communication and interpersonal skills.
Ability to learn quickly and adapt to new technologies.
Excellent problem-solving, multitasking, and time management abilities.
Detail-oriented with strong documentation practices.
Professional under pressure and customer service–oriented.
Technical Skills Required:
Familiarity with Windows 10/11 and basic macOS support.
Proficiency with Microsoft 365 apps (Outlook, Teams, OneDrive, SharePoint).
Understanding of networking fundamentals (IP addressing, DNS, DHCP).
Knowledge of Active Directory basics (account creation, password resets).
Hands-on experience with remote desktop tools (TeamViewer, AnyDesk, RDP).
Exposure to ticketing systems (ConnectWise, Zendesk, Freshdesk, etc.).
Ability to support peripherals (printers, webcams, scanners, etc.).
Preferred Tools and Applications Knowledge:
Microsoft Office Suite
Collaboration tools such as Zoom, Microsoft Teams
Familiarity with IT asset management/documentation platforms (IT Glue,
HaloITSM)
Education & Certifications:
High School Diploma or equivalent required
Associate’s Degree in IT or related field preferred
IT certifications such as CompTIA A+, ITIL Foundation, or Microsoft
Fundamentals are a plus
Strong customer service focus with a patient, helpful attitude
Benefits✔ Competitive Salary Packages
✔ Paid Sick Days
✔ Continuous Training and Growth
✔ Performance based Incentives
✔ Private Health Insurance
✔ Christmas Bonus
✔ Supportive culture that values employee well being
Passion meets purpose and every day feels like a win.
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