Service Desk Analyst I

Job Details

The Service Desk Analyst I provides world-class Corporate IT support to employees acrossInvoiceCloud. As the primary boots on the ground resource for the Boston office this role ensures employees have the tools access and reliable technologyrequiredto perform their jobs effectively.

Reporting to the Manager of Modern Desktop Services the analyst will receive ongoing training and coaching while also contributing to IT processes documentation and emerging technology adoption. This role collaborates closely with Global IT teams to deliver seamless support across the US and India and requires strong customer service skills technical curiosity and the ability to work independently when needed.

Success Profile

Success in this role is anchored inInvoiceCloudsCore Competencies. These competenciesrepresentthe mindsets and behaviors that drive meaningful support experiences and operational efficiency.

Customer Centric

• Provides friendly professional Tier 1 support for hardware software identity tools (e.g. Okta) and business applications such as Microsoft 365 and Slack.
• Triages logs andprioritizesService Desk requests according to defined standards ensuring employees receivetimely high-quality support.
• Supports conference room technology A/V equipment and basic office IT needs ensuringa smoothon-site employee experience.
• Communicates clearly with both technical and non-technical users helping resolve issues with patience and clarity.

Results Driven

• Ensuresaccurateandtimelyexecution of onboarding and offboarding processes guaranteeing proper access permissions and system readiness for employees.
• Monitors updates andsupportsendpoints through IntuneJamf and other approved MDM tools tomaintaina secure compliant environment.
• Escalatescomplex issues toappropriate teamswhen neededmaintainingmomentum and minimizing user downtime.
• Maintains awareness of IT Service Desk best practices andappliesthem consistently to support operational goals.

Takes Ownership

• Maintainsaccurate up-to-date documentation in service management tools and contributes to internal knowledge base articles.
• Follows established IT procedures while offering thoughtful recommendations to improve clarity and effectiveness.
• Demonstrates accountability by following issuesthrough toresolution and ensuring users are fully supported.
• Learnsnew tools and techniques proactively expanding technicalknowledgeand improving service delivery.

Drives Efficiency

• Usesestablished IT workflows ticketing systems and escalation processes to ensure efficient triage and resolution.
• Organizes daily tasks to handle multiple priorities in a fast-paced environment whilemaintainingresponsiveness.
• Appliesbasic troubleshooting skills to quickly diagnose common issues reducing reliance on senior engineers.
• Assists Facilities and office administrators with basic technical setup tasks to streamline onsite operations.

Innovative

• Uses curiosity and emerging technologies including GenAI tools to improve troubleshooting documentation creation and end-user support.
• Identifiesopportunities to simplify IT processes improve onboarding clarity or enhance employee technology experiences.
• Experiments with new MDM or productivity configurations under guidance to support continuous improvement.
• Contributes ideas that strengthen IT policies service delivery and technology standards.

Requirements

• High school diploma GED or equivalentrequired;associates or bachelorsdegree in an IT-related field preferred
• 13 years of experience in technical support help desk or customer serviceoriented IT role
• Excellent verbal and written customer service communication skills
• Familiarity with SaaS identity and productivity tools such as Okta Microsoft 365 and Slack
• Basic understanding of endpoint management tools (IntuneJamf) and standard IT troubleshooting methods
• Ability to learn and support physical office technology including conference room equipment and basic networking
• Strong organizational multitasking and problem-solving skills in a fast-paced environment
• Flexibility to occasionallyassistwith after-hours changes or maintenance as needed
• Curiosity and willingness to explore emerging technologies including AI tools

Benefits
We offer a competitive benefits program including:

• Medical dental vision life & disability insurance
• 401(k) plan with company match
• Flexible Time Off (FTO) wellbeing days paid holidays and summer Fridays
• Mental health resources
• Paid parental leave & Backup Care
• Tuition reimbursement
• Employee Resource Groups (ERGs)