Service Desk Analyst

Summary

Join Aledade's Service Desk team as a Service Desk Analyst and provide essential IT support to end-users. You will manage and resolve service requests through the JIRA platform, troubleshoot technical issues, and provide both on-site and remote support. This role also involves managing user accounts, hardware provisioning, and supporting A/V needs for company events. The ideal candidate possesses 2+ years of service desk experience, an Associate's degree or equivalent, and strong problem-solving skills. Aledade offers a comprehensive benefits package including flexible work schedules, remote work options, health insurance, paid time off, parental leave, and more.

Requirements

• Service Desk Support Experience (2+ years experience minimum)
• Associate’s Degree or equivalent experience in IT function (additional 2 years)

Responsibilities

• Utilize the JIRA Service Desk platform to manage incoming service requests efficiently
• Triage and analyze various IT-related issues, including those related to operating systems, cloud services, software, and hardware
• Provide exceptional in-person and remote support to end-users, addressing their technical queries and concerns
• Prioritize incoming requests to ensure a swift and effective resolution
• Appropriately escalate complex or critical issues to higher-level support teams or specialists
• Maintain clear communication with end-users throughout the problem resolution process
• Take a central role in the creation of new user accounts, ensuring they have the appropriate access and permissions to meet their job requirements
• Responsibly manage and maintain user accounts, including access modification, password resets, and role assignments
• Maintain hardware inventory, configure laptops in accordance with an established image
• Assist with hardware inventory function, track assets, and support the distribution of hardware to end-users
• Support end-users in troubleshooting the hardware-related issues, offering timely and effective solutions to minimize downtime
• Coordinate hardware servicing and repairs as needed, working closely with external service providers when necessary
• Maintain accurate records of hardware issues and resolutions to facilitate future reference and improvements
• Assist the IT team to implement software standards for operating systems and end-user workstations
• Follow all established software deployments standards and best practices
• Support Audio/Visual (AV) equipment and services for onsite meetings and retreats
• Ensure the seamless setup, operation, and troubleshooting of AV systems, including projectors, sound systems, and presentation equipment
• Assist event organizers with specific AV requirements and provide technical expertise to enhance the overall retreat experience

Preferred Qualifications

• Google IT Support Certificate
• ITIL Foundations
• CompTIA A+
• Network +
• Apple certifications
• Active Directory Users and Computers experience
• Okta user administration experience
• Jamf Pro and Intune Endpoint Management
• Audio/Visual conference equipment management & support experience (Crestron, Polycom, etc)
• Experience supporting large events and retreats from IT and AV perspective
• Knowledge document creation experience

Benefits

• Flexible work schedules and the ability to work remotely are available for many roles
• Health, dental and vision insurance paid up to 80% for employees, dependents, and domestic partners
• Robust time off plan 21 days of PTO in your first year
• 2 Paid Volunteer Days & 11 paid holidays
• 12 weeks paid Parental Leave for all new parents
• 6 weeks paid sabbatical after 6 years of service
• Educational Assistant Program & Clinical Employee Reimbursement Program
• 401(K) with up to 4% match
• Stock options