Service Desk Analyst I

This is a fully remote position, open to applicants in India.

📋 Description

• Deliver daily IT support by addressing hardware, software, and access challenges.

• Oversee and resolve IT support tickets utilizing Jira.

• Set up, deploy, and assist with MacOS laptops and company devices.

• Manage and resolve issues with Google Workspace, Slack, Zoom, Okta, and various other SaaS applications.

• Handle device configuration and security via MDM tools such as IRU.

• Support user provisioning and deprovisioning processes, including onboarding and offboarding.

• Provide assistance with endpoint security tools such as CrowdStrike.

• Keep track of IT assets and maintain equipment inventory.

• Record solutions, processes, and troubleshooting procedures in Confluence.

• Forward complex technical challenges to IT, Security, or Infrastructure teams.

• Contribute to IT operational enhancements and small-scale projects.

⛳️ Requirements

• 2–3 years of experience in an IT support or service desk role.

• Ability to support remote and distributed teams effectively.

• Experience with supporting MacOS devices and contemporary SaaS work environments.

• Well-organized and adept at managing multiple support requests through a ticketing system.

• Passionate about troubleshooting technical problems and assisting colleagues in resolving issues promptly.

• Excellent communication skills with both technical and non-technical users.

• Capability to thrive in a collaborative and fast-paced atmosphere.

• Preferred: familiarity with scripting or automation tools such as Python, GAM, or Okta Workflows.

• Expected to work during East/West Coast/etc. hours.

🏝️ Benefits

• Flexible work hours.

• Flexible vacation policy.

• Parental leave.

• Team events.

• Wellness budget.

• Learning reimbursement.

• Commitment to equal employment opportunity.

• Work environment focused on ownership, respect, and trust.