IT Service Desk Analyst

Real Chemistry•Boston, MA

3h•$65,000 - $75,000•Hybrid

About The Position

Real Chemistry is seeking a driven and savvy IT Service Desk Analyst to join their team. This role is based between their New Jersey and New York offices and offers an opportunity to build a career in Information Technology for a global company. The analyst will work closely with the IT Team and Team Lead for their region, following directions from the global IT leadership team. The position requires on-site presence in the New Jersey and New York offices, with the expectation to provide global IT support, including remote assistance when possible. The role involves working under pressure, handling various support channels (walk-ups, service desk, chat, phone), and setting up meeting rooms for internal and client events.

Requirements

3-5 years’ experience in a Service Desk role.
Completed an IT practitioners’ course/certifications or equivalent / proven track record and experience.
Comfortable with AI technology such as Microsoft Co-Pilot / Co-Work.
1st and 2nd line support experience.
Good technical knowledge with excellent customer service skills.
Ability to communicate technical concepts to both technical and non-technical audiences.
Ability to work well under pressure and handle support requests via walk-ups, service desk, chat, and phone.
Experience working on complex issues requiring in-depth evaluation and sound judgment.
Ability to manage multiple concurrent issues.
Ability to manage, maintain, and add to evolving knowledge bases/solutions.
Demonstrated aptitude for learning new technologies.
Team player with the ability to work on own initiative.
Experience with Apple MAC OSX for all versions.
Experience with Windows 11 operating systems.
Experience with iOS-based devices.
Experience with Android based devices.
Experience with Microsoft Azure / Intune.
Experience with Microsoft Office 365 technologies.
Experience with cloud storage solutions like Box, Dropbox, Google Drive, Microsoft OneDrive.
Experience setting up conference rooms using Microsoft Teams and other technologies.
Experience working on a global service desk.
Experience with prioritization of work.
Experience with IT Asset Management Systems.
Experience deploying and supporting iOS devices and Android devices.
Experience supporting and using helpdesk/service desk systems such as Freshservice, Service Now.

Nice To Haves

CompTIA A+, N+, S+
Microsoft MD100, 101, 102
Microsoft Azure Fundamentals AZ-900
JAMF 100, 200, 300

Responsibilities

Maintain ticketing and inventory systems that support end users.
Help, guide and train staff and end users.
Support and enforce security, policies, and procedures.
Support and follow IT Asset Management processes and procedures.
Onboarding and offboarding end users, including onboarding training.
Maintain knowledge of current technology, equipment, services, and standards for IT.
Respond to telephone calls, emails, support tickets, or in-person requests for technical support.
Provide technical support to Real Chemistry end users globally, considering the needs of worldwide offices.
Offer remote and onsite support for technologies and computer systems.
Be based in a company office to interact with upper-level management and respond to IT department requests.
Set up and support conference rooms using applications like Zoom Rooms, Microsoft Teams Rooms, and Logitech Meet Up.