Service Desk Analyst
About the role
CLEAR is building THE secure identity company of the future. Our mission is to make experiences safer and easier—physically and digitally. With more than 43 million Members and a growing network of partners across the world, CLEAR's secure identity platform is transforming the way people live, work, and travel. Whether it’s at the airport, stadium, or throughout your everyday life, CLEAR unlocks the magic of frictionless experiences. 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.
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