Service Desk Analyst, Brewery

About the Role

The Service Desk Analyst I participates in daily operations of the service desk, providing customer and technical support while collaborating with IT teams. This role involves supporting major service incidents, updating documentation, and contributing to continuous improvement activities to deliver high-quality support and purpose-fit technologies.

Responsibilities

• Respond to and resolve IT service requests and incidents in a timely manner, ensuring minimal disruption to business operations.
• Provide technical support to end-users via phone, email, or in-person, addressing hardware, software, and network issues.
• Diagnose and troubleshoot technical problems, guiding users through step-by-step solutions.
• Contribute to the creation and maintenance of a knowledge base, documenting common issues and solutions for future reference.
• Participate in after-hours on-call queue to address urgent issues as they arise.
• Maintain asset inventory process by assigning, upgrading, and maintaining hardware inventory (laptops, tablets, printers, peripherals, including handheld scanners).
• Deliver excellent customer service, maintaining a professional and helpful demeanor at all times.
• Maintain IT Knowledgebase and contribute new articles to facilitate support.
• Maintain asset management processes for hardware and software.
• Ensure compliance with company policies, procedures, and IT security standards.
• Perform other duties as assigned.

Requirements

• 1+ years of helpdesk or service desk experience.
• Experience supporting client configuration management and mobile device management tools such as Intune, SOTI, SCCM, etc.
• Knowledge of industry standards such as ITIL.
• Experience working in corporate and/or manufacturing environments.

Skills

• Intermediate troubleshooting of technologies including wired and wireless network connectivity, client operating systems, telephony and conference rooms, handheld scanners, printers, and productivity applications (e.g., Microsoft 365) and business applications (e.g., SAP).
• Intermediate knowledge of Microsoft and Apple client operating systems.
• Strong phone and personal communication skills.
• Ability to effectively prioritize and execute tasks in a fast-paced and ever-changing environment.
• Ability to diagnose and resolve technical issues remotely and on-premises.

Pay

For this role, the hourly rate is between $25.96 and $45.67. The starting rate within this range depends on related experience, skillset, and location. This position also qualifies for a discretionary annual bonus based on company and individual performance.

Benefits

• Healthcare coverage starting on day one.
• Stock purchase plan and 401k.
• Tuition reimbursement.
• Fertility/adoption support.
• Free financial coaching.
• Health & wellness program and discounts.
• Professional development & training.
• Free beer.

*Talk to your recruiter about eligibility.