Service Desk Specialist

Salsify • Boston, MA

13d • Onsite

About The Position

Salsify is seeking a Service Desk Specialist to work in our Boston office. The successful candidate will demonstrate strong learning agility and a desire to grow in a customer-centric environment. This person should be a self-starter, be able to work with varying levels of seniority within the IT organization, and have a strong bias toward continuous improvement. Salsify uses best-in-class equipment and software. As the company continues to grow rapidly, this person will play a key role in helping us scale effectively. Salsify loves a good success story, and it would be our privilege to help write yours!
We recognize that talent and potential come in all forms and our mission is empowerment. Our hiring process involves recognizing all facets of motivation, drive, success, and passion. If you have an interest in this role or any other, please do not hesitate to apply.

Requirements

• Demonstrated ability to manage multiple priorities and complex tasks effectively
• Exceptional organizational and time-management skills, with a proven ability to independently prioritize and manage a high volume of complex technical requests and projects
• Strong aptitude for quickly mastering new and emerging technologies, with a continuous learning mindset to stay current with industry trends and best practices
• 2-3+ years of hands-on experience supporting a predominantly Mac environment, including advanced macOS troubleshooting and management tools
• Proficient experience supporting Windows operating systems (Windows 10/11) and related hardware, including advanced troubleshooting and deployment methods
• In-depth knowledge and hands-on experience with OS imaging, deployment, configuration management (e.g., Jamf Pro for Mac, Jumpcloud for Windows), and robust patching strategies across mixed environments
• Demonstrated proficiency and administrative experience with a significant number of the following enterprise applications and systems: Google Workspace Administration, JAMF Pro, Atlassian Jira Service Management/Jira Software/Confluence, Slack, Zoom (including Zoom Rooms administration), LastPass, Jumpcloud, and Meraki Networks
• Coursework in IT or a related field or an equivalent combination of skills and experience
• Extensive experience with the setup, configuration, and advanced troubleshooting of Audio/Visual equipment, specifically integrating with and managing Zoom Rooms and Zoom Digital Signage solutions
• Proven experience in creating and managing comprehensive IT documentation and contributing to knowledge base systems
• Prior experience providing IT support within a rapidly growing global organization, understanding the nuances of remote support and international time zones
• Demonstrated experience with IT asset lifecycle management, including procurement, deployment, inventory tracking, and disposal, ideally using an automated asset management system

Responsibilities

• Lead the resolution of complex technical issues and escalations from end-users, encompassing advanced troubleshooting of computer systems, network connectivity, enterprise applications, and hardware
• Act as a primary point of contact for advanced user inquiries, providing clear, concise, and professional guidance while documenting solutions for the knowledge base.
• Mentor junior service desk staff on best practices for user interaction and problem resolution
• Collaborate extensively with cross-functional IT teams (e.g., Network, Security, Systems Administration) on significant IT projects, including large-scale hardware/software deployments, network infrastructure upgrades, and system migrations, ensuring minimal disruption to business operations
• Install or replace computer peripherals for users
• Diagnose and resolve advanced network issues, including complex wireless connectivity problems and print server configurations, identifying root causes and implementing preventative measures
• Take ownership of assigned IT projects from inception to completion, managing scope, timelines, and communication with stakeholders, while actively contributing to project planning and execution
• Develop and maintain comprehensive documentation for IT processes, procedures, and troubleshooting guides, contributing significantly to the IT knowledge base to empower both end-users and the service desk team
• Provide support with in-office meetings and events

Benefits

• All Salsify employees receive equity in the form of stock options.
• All full-time employees are invited to participate in our Total Rewards plan, which includes health & medical benefits, flexible spending accounts, flexible PTO, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed