It Desktop Services Analyst

A Day in the Life

• Troubleshoot issues effectively and efficiently. Know when to use your teams resources and when to escalate
• Perform audits across our SaaS portfolio
• Provide day-to-day support and troubleshooting of Mac/PC systems, mobile devices, office printers, A/V and Video Conferencing systems
• Maintain asset inventory, software purchases, licenses
• Facilitate onboarding and off-boarding of employees
• Troubleshoot incoming issues from employees around the globe
• Monitor internal IT support channels and support employees requests onsite or remotely
• Identify ways to streamline common processes and ensure we maximize value within the Helpdesk
• Keep our knowledge base up-to-date and provide training when needed

Experience

• Driven to provide a high quality of service
• Experience with basic networking technologies such as WAN, LAN, WiFi, DNS, DHCP, etc.)
• Familiarity with SSO providers as well as standard protocols like SAML, SCIM, OAuth, etc.
• You’ve identified process challenges and lent a hand in fixing them.
• You have run an event before, like a company meeting, All-hands, demo day, tech talk, etc.
• 2 years administration of Google Workspace (mail, calendar, docs, etc.)
• Intermediate knowledge and experience with Mac OS X and Windows troubleshooting and support in an enterprise environment
• 2-4 years experience in a Helpdesk role working out of a ticketing queue
• Work experience in a fast paced startup environment
• Excellent communication and customer service skills you work well with anyone, including executive team members
• Strong attention to detail and accuracy
• You’ve worked in a role where you’ve relied on partnerships with other operational teams like HR, Facilities, Finance etc.
• Great soft skills are a must
• You are not afraid to ask for assistance, and you know how to craft good questions.
• Have a knack for technology. You can figure out any system and learn on the go

Nice-To-Have Skills/Experience

• Scripting experience (Powershell, html, php, shell, bash, python, etc.)
• Bettercloud administration
• Atlassian Jira and Confluence administration
• Microsoft Intune administration
• Windows Server, VMware, and Active Directory administration
• Google Cloud administration
• Dialpad phone and call center applications.
• Experience with Google Meet based video conferencing
• Kandji/Jamf administration

Benefits & Perks

• Disability benefits
• Access to additional Mental Health & Wellbeing resources
• Competitive salary packages
• FSA Options
• Fertility Assistance and Planning options
• 401k program with Company Match
• Pre-tax Commuter/Transit Benefits
• Financial Wellbeing & Student Loan Program access
• Free Rocket Lawyer account with online access to an extensive legal documents library and brilliant licensed attorneys at discounted rates
• Unlimited PTO
• Supplemental Optional Life Insurance Benefits
• Gympass & Classpass fitness platforms
• HSA with Company Match
• Comprehensive Pet Insurance options
• Comprehensive health plans (including Medical, Dental and Vision insurance for full-time employees)
• Life insurance