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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Analyst - **Company:** Baker McKenzie - **Location:** Buenos Aires, AZ, United States - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Microsoft Online Services, Multi-Factor Authentication, Remote Access Technology, Microsoft InTune - **Published:** August 13, 2026 - **Apply:** https://www.careerbuilder.com/job-details/help-desk-analyst-chicago-il--99442a1d-e538-47e8-808d-4552d981a0d3 ## About the Role * Experience working in a Technology Help Desk or IT Support environment within an enterprise organization * Familiarity with ITIL best practices and incident management processes * Strong troubleshooting and problem-solving skills with the ability to drive issues through to resolution * Excellent customer service and stakeholder management skills * Ability to learn new technologies and applications quickly * Strong organizational skills with attention to detail and process adherence * Ability to manage multiple priorities in a fast-paced environment * Excellent written and verbal communication skills in English * Spanish required; Portuguese desirable * Experience supporting technologies such as Microsoft 365, Exchange Online, Active Directory, Intune, MFA, and remote connectivity tools * Comfortable working flexible schedules, including shift work and occasional overtime, * Demonstrates strong analytical thinking and the ability to identify root causes and practical solutions * Learns new technologies quickly and applies knowledge effectively * Adapts easily to a variety of tasks, challenges, and changing priorities Dedication * Demonstrates integrity, accountability, and commitment to delivering high-quality service * Takes ownership of tasks and follows processes accurately and consistently * Maintains composure and professionalism when handling complex or high-pressure situations Personal Impact * Builds positive relationships through collaboration and effective communication * Works successfully with global teams and stakeholders across the Firm * Demonstrates sound judgment and a customer-focused mindset Humanity * Treats colleagues and customers with respect and professionalism * Values teamwork, inclusion, and transparency * Handles sensitive and confidential information with discretion ## Description * Act as the first point of contact for end users via phone, email, chat, and ticketing systems, providing timely and professional support * Perform initial assessment, troubleshooting, and resolution of technology-related issues in line with service level agreements (SLAs) * Record, track, monitor, and follow up on incidents and service requests, ensuring accurate documentation and resolution details * Escalate and coordinate unresolved issues with Tier 2 and Tier 3 support teams following established escalation procedures * Provide regular updates to end users regarding the status of ongoing and resolved incidents * Identify and report potential Major Incidents and support the incident management process * Maintain and enhance knowledge of supported technologies, systems, and applications through ongoing training and participation in improvement initiatives * Recommend updates and enhancements to knowledge base articles, processes, and tools * Support the administration and troubleshooting of technologies including Microsoft 365, Exchange Online, Active Directory, Intune, Multi-Factor Authentication, remote access solutions, and other Firm-wide applications * Participate in technology projects, continuous improvement initiatives, and weekend support rotations as required ## Related Videos - [Beyond the 9–5: Designing Work Around Humans](https://www.wearedevelopers.com/videos/1321-beyond-the-9-5-designing-work-around-humans) - [MCP Mashups: How AI Agents are Reviving the Programmable Web](https://www.wearedevelopers.com/videos/1392-mcp-mashups-how-ai-agents-are-reviving-the-programmable-web) - [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing) - [Why Your Next Best Talent Might Not Be in Your Neighborhood](https://www.wearedevelopers.com/videos/1861-why-your-next-best-talent-might-not-be-in-your-neighborhood) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) - [How Lufthansa Industry Solutions is preparing for the Quantum Age! 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