Service Desk Analyst

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After-school programs • Soccer education • Poetry/creative expression education • Service-learning education • Youth Development

11 - 50 employees

🤝 Non-profit

📚 Education

🌍 Social Impact

Description

•Serve as the first point of contact for IT support within the organization, handling Tier 1 and Tier 2 support requests related to software, hardware, and networking. •Respond to IT helpdesk tickets and messages, diagnosing issues through troubleshooting techniques and providing timely resolutions. •Perform regular system checks and updates to ensure technology infrastructure operates smoothly. •Deliver and maintain compliance with all onboarding and offboarding policies and procedures. Assist in setting up, configuring, and supporting internal and external software applications. Manage user accounts and access controls as needed. •Oversee the installation, maintenance, and repair of IT hardware, such as computers and mobile devices. •Maintain detailed and accurate documentation of all IT fixes, updates, changes, and FAQ lists for end-user guidance. •Provide training and support to new and existing staff on using IT equipment and software. •Participate in IT projects, including software upgrades and the rollout of new hardware or services across the company. •Coordinate with external vendors to resolve technical issues with products or services. •Implement and monitor compliance with company IT security policies and procedures.

Requirements

•Bachelor’s degree in Information Technology, Computer Science, or equivalent industry experience •Proven experience in an IT support role, with hands-on experience providing Tier 1 and Tier 2 support •Strong understanding of computer systems, mobile devices, focusing on macOS, linux, iOS and android •Familiarity with Google Workspace, Google Admin Management, and Google Cloud Platform •Familiarity with remote desktop applications and help desk software (e.g., Jira Service Management)

Benefits

•Competitive salaries •Stock options •Medical, dental, vision, life, and disability coverage •Flexible spending account (FSA) •Flexible vacation policy •401(k) plan