MDA Analyst

Ecosistemas

. Receive requests through ServiceNow, telephone, and Microsoft Teams chat .

Posted 10/23/2026contractRemote • United StatesMid-LevelSenior💰 $11,111 - $111,111 per monthWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates proficiency in Level 1 Technical Support, including incident logging and resolution, while adhering to security policies and operational guidelines. Capable of utilizing ServiceNow and providing support for Windows, Microsoft 365, and mobile devices.

Highest-signal resume keywords

Level 1 Technical Support ExperienceServiceNow ProficiencyKnowledge Of Windows And Microsoft 365ITIL 4 Foundation CertificationRemote Assistance Tools Experience

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Incident LoggingTechnical SupportRemote ResolutionAccess And Credential ManagementVPN KnowledgeMFA KnowledgeMobile Device ManagementTicketing Systems ProficiencyExcel ProficiencySupport For Notebooks And Peripherals

Soft Skills

Communication SkillsProblem-Solving SkillsCustomer Service Orientation

Tools & Technologies

ServiceNowMicrosoft TeamsRemote Assistance Tools

Certifications & Qualifications

ITIL 4 Foundation Certification

Industry Keywords

Help Desk SupportUser SatisfactionService MetricsOperational GuidelinesSecurity Policies

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Receive requests through ServiceNow, telephone, and Microsoft Teams chat
Log, classify, and categorize incidents and service requests in ServiceNow
Perform initial diagnosis and remotely resolve Level 1 cases
Provide technical and functional support to users in accordance with established procedures
Escalate cases outside the scope of support and document actions taken and reasons for escalation
Update tickets, follow up on escalations, and communicate progress
Contribute to the knowledge base by documenting recurring incidents
Comply with security policies and operational guidelines
Monitor service metrics, including response time, first-call resolution, and user satisfaction

Requirements

What you’ll need

Experience in a help desk or Level 1 technical support role serving end users
Knowledge of Windows, Microsoft 365, and Microsoft Teams
Knowledge of access and credential management, VPN, and MFA
Experience supporting notebooks, peripherals, printers, and mobile phones
Proficiency with ticketing systems and remote assistance tools
Experience providing support by telephone and chat
Availability to work rotating shifts, including weekend and public holiday on-call coverage
University-level studies
ITIL 4 Foundation certification (a plus)
Experience with ServiceNow (a plus)
Knowledge of mobile device management and Excel (a plus)
Basic English (a plus)
Basic Portuguese (a plus)

Benefits

Comp & perks

Excellent benefits
Growth opportunities
Support for professional development
Inclusive and diverse work environment