Service Desk Analyst

Summary

Join Ditto's globally remote team as a Service Desk Analyst and be the first point of contact for IT support. You will handle Tier 1 and Tier 2 support requests, diagnose and resolve software, hardware, and networking issues. Responsibilities include incident management, system maintenance, user management, hardware support, documentation, training, project assistance, vendor coordination, and security implementation. A Bachelor's degree in IT or equivalent experience and proven Tier 1/Tier 2 support experience are required. Familiarity with various technologies and platforms is also necessary. Competitive salaries, stock options, comprehensive health benefits, flexible vacation, and a 401(k) plan are offered.

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)

Responsibilities

• 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

Preferred Qualifications

Certifications such as CompTIA A+ or any other relevant certifications

Benefits

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