IT Desktop Services Analyst
About your role
As an IT Desktop Services Analyst, you'll play a key role in ensuring our global teams stay productive and supported. Based out of our São Paulo office on a hybrid schedule, you'll be the go-to person for technical support, handling everything from day-to-day troubleshooting to strategic process improvements.
How you will make a difference day to day
- Provide timely technical support to employees globally—onsite and remotely
- Monitor internal IT support channels and resolve incoming tickets efficiently
- Support and troubleshoot macOS, Windows, mobile devices, office printers, and A/V or video conferencing systems
- Escalate issues appropriately and leverage team resources when needed
- Maintain and update IT knowledge base articles; offer internal training sessions as needed
- Facilitate smooth onboarding and offboarding processes
- Identify opportunities to improve Helpdesk operations and optimize workflows
- Manage IT assets, including inventory tracking, software licenses, and hardware logistics (especially across LATAM)
- Perform SaaS audits and maintain vendor relationships for hardware procurement and delivery coordination
What you’ll need
- Professional fluency in Portuguese and English (spoken and written)
- 2–4 years of experience in a Helpdesk or IT Support role, managing requests through a ticketing system
- Strong troubleshooting skills across macOS, Windows, mobile devices, office printers, and enterprise applications
- Working knowledge of networking technology, including WAN, LAN, WiFi, DNS, and DHCP
- Familiarity with SSO providers and authentication protocols such as SAML, SCIM, and OAuth
- Hands-on experience administering Google Workspace (Gmail, Calendar, Docs, etc.)
- Excellent communication and interpersonal skills—you’re comfortable supporting all levels of the organization, including executives
- Strong attention to detail, organizational skills, and a proactive, solution-oriented mindset
- Eagerness to learn new systems and technologies, with the ability to adapt quickly
- Experience working collaboratively with other operational teams (HR, Facilities, Finance, etc.)
- Experience in fast-paced, high-growth environments such as startups
- Experience with video conferencing tools like Google Meet
- Familiarity with Dialpad or similar VoIP/call center applications
- Scripting ability (PowerShell, Bash, Python, HTML, PHP, etc.)
- Experience with:
- Windows Server, VMware, and Active Directory
- Device management tools like Kandji, Jamf, or Microsoft Intune
- SaaS management platforms such as BetterCloud
- Google Cloud administration
- Atlassian tools, including Jira and Confluence
Benefits & Perks
- Private health insurance including family dependents
- Dental plan (optional, at the employee’s expense)
- Life insurance
- Meal/Food voucher (Flexible Benefits category)
- Wellhub (former Gympass) partnership
- Total Pass partnership
- EAP (Employee Assistance Program)
- Mental health assistance
- Birthday off
- Daycare assistance
- Financial support with those who have children with special needs and disabilities
- Employee referral program
- Free Rocket Lawyer account with online access to an extensive legal documents library and brilliant licensed attorneys at discounted rates
Interview Process:
- Recruiter Phone Screen
- Role Assessment(s)
- Hiring Manager Interview
- Panel Interviews
- Final Interview
Actual compensation packages are determined by various factors unique to each candidate, including but not limited to skill set, depth of experience, certifications, specific work location, and performance during the interview process.
Regime de contratação: CLT
Brazil Monthly Compensation
R$5.876 - R$8.951 BRL
By applying for this position, your data will be processed as per Rocket Lawyer Privacy Policy.
Create a Job Alert
Interested in building your career at Rocket Lawyer? Get future opportunities sent straight to your email.
Apply for this job
*
indicates a required field