Service Desk Analyst
Skills
- Minimum 3 years in a service desk or technical support role
- Strong knowledge of PC and Apple hardware
- Experience supporting Windows, Linux, and macOS
- Familiarity with ticketing systems (Jira Service Management preferred)
- Endpoint management tool experience (SCCM, Jamf, Intune, Workspace One, etc.)
- License and software administration experience
- Excellent customer service and communication skills
- Ability to participate in on-call rotation and travel when necessary
- Eligible to obtain and maintain U.S. TS security clearance
Responsibilities
- Provide on-site and remote technical support for software and hardware
- Handle and triage tickets in Jira Service Management
- Identify recurring failures and escalate to team leads and engineering
- Configure and maintain Windows, Linux, and Apple systems with security stack and updates
- Maintain inventory and asset management for endpoint hardware
- Support license administration for end-user software (Microsoft Office, Adobe, Matlab, Lucid, etc.)
- Participate in a weekly on-call rotation
- Create and maintain knowledge articles and SOPs for end users and internal IT
- Assist with operational improvements and implementation projects
Education
- High school diploma or GED required
- Bachelor's degree in IT, Computer Science, or related field preferred
Benefits
- Comprehensive medical, dental, and vision plans (US roles)
- Life and disability insurance provided by company
- Generous PTO and caregiver/wellness leave, holiday hiatus in December
- Family planning and parenting support including fertility and adoption coverage
- 24/7 mental health resources and additional work-life services
- Annual professional development reimbursement
- Commuter benefits (region-dependent) and relocation assistance (role-dependent)
- 401(k) retirement savings options (US roles) and potential equity grants for full-time hires
Average salary estimate
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