Service Desk Analyst

Clear Secure • Austin, TX

73d

About The Position

CLEAR's mission is to create frictionless experiences where every day has that feeling. With more than 30+ million passionate members and hundreds of partners around the world, CLEAR's identity platform is transforming the way people live, work, and travel. We are looking for a growth-minded IT professional to support our internal employees and our external partners. The ideal candidate possesses an enthusiastic personality capable of thriving in a fast-paced dynamic environment, focused on providing excellent customer service, has experience troubleshooting technical issues, and wants to start their next career in an advanced technology company.

Requirements

• 2+ years of applicable experience, including in-person and remote experience in a customer service-focused technical environment.
• Demonstrated success in providing a stellar customer service experience along with desire to find solutions, rather than merely addressing symptoms.
• Strong communicator with exceptional ability to interact with technical and non-technical end-users.
• Highly organized and detail-oriented with an ability to strive in a fast-paced environment with competing priorities.
• Technical knowledge of network infrastructure setup, maintenance, and troubleshooting -- Cisco/Meraki preferred.
• Demonstrated expertise in computer assembly, including remote triage and troubleshooting capabilities of typical and atypical computer components.
• Experience working within ITSM tools and managing tickets, documentation, and SLA's.
• Works well under pressure.
• Self-starter with an 'owners mentality'.
• Ability to work varying shifts, including weekends/holidays/on-call - We are a 24/7/365 operation.
• Mac and Windows system knowledge.

Responsibilities

• Provide remote troubleshooting for devices with airport operations personnel.
• Hardware support, including component and cable verification, addressing equipment failures, performing firmware upgrades, and configuring hardware remotely.
• Network support, involving monitoring and troubleshooting network infrastructure (ISP, routers, switches, access points, and cellular devices).
• Assist users with software configuration and troubleshooting, along with remote software installations, and monitor for successful deployment and functionality.
• Utilize various software tools, such as PDQ, Virtual Machines, Azure AD, Meraki, Peplink, Okta, Slack, Jira/Confluence, and Dialpad, to efficiently pinpoint and resolve technical issues.
• Escalate issues to third-party vendors and coordinate on-site visits for timely resolution.
• Manage access requests across multiple systems/applications, ensuring 100% compliance with established rules and regulations.
• Respond to tickets and phone support requests in a round-robin assignment queue, consistently meeting or exceeding all established SLAs.
• Utilize existing runbooks and suggest updates or creations when current knowledge is lacking.
• Coordinate seamlessly with co-workers to address and escalate critical business incidents to the appropriate support team while maintaining open and active communication with users.
• Provide onsite support for local airport operations at least once per quarter, with additional opportunities for hands-on troubleshooting in partnership with other technology teams.

Benefits

• 15 days Paid Time Off for Full-Time Team Members, increasing with time in service.
• 10 Company Paid Holidays (1.5x pay if worked!).
• Comprehensive Medical, Dental, Vision, Pet, Home, Auto, Disability, Life Insurance, and Legal advice for eligible team members.
• Backup childcare and eldercare through Care.com.
• Paid Parental, Family, Military & Bereavement Leave Program for eligible team members.
• Emotional Well-Being Assistance.
• 401k Retirement Plan with company match.
• Ongoing training & development programs to grow & advance your career with a growing company!
• Free CLEAR memberships for you and one other. Plus a discounted membership for three friends!
• $100 monthly wellness stipend for health and fitness-related expenses.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Administrative and Support Services
• Number of Employees: 1,001-5,000 employees