Analista de Soporte TI -Programa Retorno al trabajo

About the Role

Why SoftwareOne? SoftwareOne and Crayon have joined forces to create a global software and cloud solutions company, powered by AI, with a bold vision for the future. With a presence in more than 70 countries and a diverse team of over 13,000 professionals, we offer exceptional opportunities for our people to grow, make an impact, and help shape the future of technology. At the heart of our business are our people. We encourage our teams to work across borders, innovate with freedom, and continuously develop their skills through outstanding learning and development programs. Whether you are passionate about cloud, software, data, AI, or building meaningful customer relationships, you will find a place here to grow and develop. Join us and become part of a purpose-driven culture where your ideas are valued, your development is supported, and your career can unlock global opportunities. The role IT Support Analyst - Returnship Program Scope: Full-time/Temporary Contract | Location: Santo Domingo, Dominican Republic Are you looking for an opportunity to restart your professional career in the technology field? Would you like to refresh your knowledge, leverage your experience, and re-enter the workforce as part of a global company like SoftwareOne? This position is part of SOAR (SoftwareOne Returnship Program), a program designed to provide professionals who have been out of the workforce for 6 months or more with an opportunity to re-enter the job market and restart and further develop their professional careers. As an IT Support Analyst, you will have the opportunity to apply and strengthen your technology knowledge, provide first-level support to SoftwareOne users, and contribute to resolving technology incidents and requests within a collaborative and learning-oriented environment. The position initially offers a temporary contract of up to 3 months as part of the Returnship program, providing an opportunity to refresh your knowledge, gain recent professional experience, and demonstrate your skills in a professional environment. Key Responsibilities - Provide first-level technical support to users on hardware, software, operating systems, corporate applications, connectivity, and IT tools, diagnosing and resolving incidents. - Manage IT incidents and requests from end to end , acting as the main point of contact for users, recording, documenting, and following up on each request through to resolution and closure. - Escalate and follow up on complex cases requiring intervention from second- or third-level support teams, keeping users informed about the progress and status of their requests. - Manage IT access, changes, and inventory , ensuring that all related information and documentation is kept accurate, up to date, and properly recorded. - Contribute to continuous improvement of IT services by suggesting new procedures and improvement opportunities, while keeping knowledge up to date on the organization's infrastructure, tools, and technology architecture. What we need to see from you - Experience providing basic IT end-user support from a help desk or as on-site support. - ITIL Foundation certification preferred, as well as certifications in operating systems and desktop tools (current and market-recognized). - Basic knowledge of Microsoft Office (especially Excel), email tools, Windows and iOS operating systems, and fundamental concepts of networking and internet technologies. Skills We Value - Strong communication skills and a service-oriented mindset. - Problem-solving skills and the ability to handle challenging or conflict situations. - Teamwork and collaboration. - Organization and strong task follow-up skills. - A continuous learning mindset. Job Function Services Accommodations SoftwareOne encourages candidates of all backgrounds and abilities to apply. If you require reasonable accommodations at any stage of the recruitment process, please email reasonable.accommodations@softwareone.com. Please include the position you are applying for and the country where you are located. Someone from our organization who is not involved in the decision-making process will contact you to discuss your specific needs, and we will make every effort to accommodate you. Any information shared will be securely stored and treated with the highest level of confidentiality, in compliance with GDPR. At SoftwareOne, we are committed to fostering a respectful environment where equal employment opportunities are available to all candidates and employees, regardless of race, color, religion, age, sex, national origin, disability status, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. We also encourage experienced professionals who have intentionally taken a career break and are now ready to return to the workforce to learn more about our SOAR program.