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Vendors Teamtailor

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Vendors Teamtailor
Software Engineering · Heredia · Onsite

IT Support Analyst

We are seeking an IT Support Analyst to provide day-to-day support to our internal team, ensuring the smooth operation of inventory workflows, onboarding and offboarding processes, and IT system audits. This is a fully on-site role focused on delivering high-quality support, maintaining accurate documentation, and ensuring compliance with internal IT and security standards.

The ideal candidate has experience in customer service or internal tech support, strong communication and organizational skills, foundational technical knowledge, and a strong drive to learn and grow, especially in cybersecurity, systems administration, and networking.

About First Factory

We are a software development company with over two decades of experience, boasting a dynamic team of 175+ professionals actively engaged in diverse projects across various industries. We invite you to join us on this journey as we thrive and embrace fresh challenges.

Key Responsibilities

Internal Support & Troubleshooting:

  • Provide first-level support for hardware, software, and system access issues.

  • Assist in diagnosing and resolving technical problems promptly.

  • Escalate complex incidents to senior IT or engineering teams when needed.

Onboarding & Offboarding:

  • Prepare equipment, user accounts, and access permissions for new hires.

  • Execute offboarding tasks including equipment collection, account deactivation, and documentation of asset returns.

Asset Inventory & Equipment Management:

  • Maintain an accurate inventory of company IT assets.
    Support lifecycle management: assignment, recovery, repairs, decommissioning.

  • Assist with hardware labeling, record-keeping, and periodic asset audits.

IT Systems, Compliance & Cybersecurity Support:

  • Assist with internal IT audits and compliance checks.

  • Help document system configurations, access lists, and asset statuses.

  • Learn and support processes aligned with cybersecurity frameworks (SOC 2, NIST, internal policies).

  • Participate in initiatives related to endpoint security, data protection, and identity access management.

Process & Documentation:

  • Maintain documentation for procedures, troubleshooting guides, and asset management logs.

  • Follow established workflows and contribute to process improvements.


Requirements

  • 1–3 years of experience in IT support, help desk, customer service, or internal support-facing roles.

  • Fundamental understanding of hardware, operating systems, and basic networking.

  • Strong communication and customer service skills.

  • Ability to work on-site full-time.

  • Strong willingness to learn cybersecurity regulations, network fundamentals, and enterprise IT systems.

  • Strong attention to detail (especially in inventory management and documentation).

  • Ability to manage multiple tasks in a structured and responsible manner.

  • Proactive mindset and eagerness to grow professionally in IT and cybersecurity.

  • Strong teamwork abilities.

Nice to have

  • Technical diploma in IT, Cybersecurity, Networking, Systems, or related field.

  • Bachelor's degree in IT or related field (in progress or completed).

  • CCNA or equivalent networking certification.

  • CompTIA A+, Network+, Security+ (or similar).

  • Any other relevant IT support or cybersecurity certificate.

Department
Software Engineering
Role
Systems Support Administrator
Location
Heredia

About First Factory

For over 25 years, First Factory ​has been a place where collaborative excellence meets ​modern technologies. We’re a strong team building exceptional software solutions from Costa Rica​ and LATAM for ​primarily US-based clients. With industry-low turnover, top eNPS globally, and 5 consecutive Inc. 5000 awards, we foster an environment where talented engineers thrive on challenging projects using modern tech stacks.​

Founded in 2000
Coworkers 180+
Software Engineering · Heredia · Onsite

IT Support Analyst

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