What are the responsibilities and job description for the IT Service Desk Analyst position at Employ Inc.?
Description#
Employ Inc. provides people-first recruiting solutions that empower companies to overcome their greatest hiring challenges. Serving SMBs to global enterprises, Employ focuses on the unique recruiting needs of each organization — from simple hiring to sophisticated talent acquisition.
Employ is the only organization to offer companies choice in their hiring solutions, providing a curated set of recruiting technologies and services. By prioritizing people ahead of products, Employ helps companies grow, scale, and thrive through personalized choice, collective intelligence, and lasting relationships. Together, Employ and its brands (JazzHR, Lever, Jobvite and NXTThing RPO) serve more than 21,000 customers across multiple industries. For more information, visit www.employinc.com.
About this Role :
As a IT Service Desk Analyst, you will be joining a dynamic team transforming the IT landscape for this fast growing, global SaaS company. With a focus on delivering top notch service, troubleshooting complex problems, and driving for continual improvement, this role plays a critical role in supporting both our global team as well as our corporate headquarters office in Denver. The need to work across Windows and Mac endpoints as well as SaaS platforms will require broad technical knowledge and a willingness to continually learn.
What You’ll Do :
Act as the primary IT support resource for the Denver office including all Audio / Visual / Conference room and general IT equipment
Provide “white glove” service to support Executives as well as events in the office including board meetings, department all-hands meetings, and customer events
Diagnose and resolve hardware, software, and networking issues through phone, email and chat
Log and track tickets in the IT Service Management (ITSM) system and ensure timely resolution of issues
Perform minor repairs to equipment and arrange for other servicing needs
Maintain systems, applications, security, and network configurations
Support and manage integration with other Enterprise software utilized by the organization
Support PC hardware components, desktop operating system software, and application software
Maintain up-to-date documentation of support procedures and knowledge base articles to promote self-service and knowledge sharing
Execute upgrades, patches, new applications, and equipment implementation
Identify and report system issues to vendors; monitor and test resolution of those issues sent to vendors
Monitor, update, and remediate issues with various types of security software
Assist in maintaining inventory records and documentation for equipment
Develop and provide user training for basic hardware and software use
Maintain open communication and a positive working relationship with staff
Perform other technical duties as assigned
What You’ll Bring :
Hiring Manager to Add
Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent experience
2 years of Service Desk experience with at least 1 year at a Level 2 support position
Experience supporting and managing Windows and Macbook devices
Experience with the following cloud based technologies :
Microsoft 365 environment and applications (Exchange, Teams, SharePoint, OneDrive, etc)
- ITSM ticketing system (Jira Service Management preferred)
- Jira / Confluence
- Single Sign-On (Okta preferred)
Experience supporting both on-site and remote users
Experience scripting with Python, PowerShell, VBScript or Bash is a plus
Strong communication skills and the ability to explain technical concepts to non-technical users
Excellent problem-solving skills and attention to detail
Ability to work well under pressure and manage multiple tasks simultaneously
Employ is an Equal Opportunity employer.
Employ is an EVerify employer.
