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IT Service Desk Analyst

Real Chemistry Boston, MA

Boston, MA

Today

$65k - $75k/yr Full time Box Cloud Platforms Device Management

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Job Description

Real Chemistry is seeking an on-site IT Service Desk Analyst to support end users across its New Jersey and New York office locations. This position combines on-site and remote desk-side support while working closely with the IT team and global IT leadership on day-to-day service operations, onboarding and offboarding, security and policy support, and conference room technology setup.

Location and Work Arrangement

Onsite in Boston, MA.

Real Hybrid and Regional Teams (Real HART) approach supports collaboration and flexibility where appropriate.
Work arrangements may vary by role and location.
For employees within a one-hour commute of a Real Chemistry office, in-person attendance is required two days per week, either from a Real Chemistry office or while working onsite with clients.
Employees in regions without a nearby office may work remotely and come together throughout the year for collaboration, culture-building, learning, and team connection opportunities.

If additional flexibility is needed, the company encourages discussion with a recruiter and HR to review what may be possible.

Key Responsibilities

Maintain ticketing and inventory systems that support end users.
Help, guide, and train staff and the end user base.
Support and help enforce security, policies, and procedures.
Support and follow IT Asset Management processes and procedures.
Perform onboarding and offboarding for end users, including required onboarding training.
Maintain current knowledge of technology, equipment, services, and IT standards.
Respond to telephone calls, emails, support tickets, and in-person requests for technical support.
Provide technical support to Real Chemistry end users across all levels within reasonable working times and days aligned with worldwide office needs.
Deliver both remote and onsite support for technologies and computer systems.
Be based in a company office to interact with upper-level management in person and to respond to IT department requests from IT staff and IT leadership.
Set up and support conference rooms using applications and technology such as Zoom Rooms, Microsoft Teams Rooms, Logitech Meet Up, and related solutions.

Required Qualifications

3 to 5 years of experience in a Service Desk role.
Completed an IT practitioners’ course, certifications, or equivalent with proven track record and experience.
Comfort with AI technology such as Microsoft Co-Pilot / Co-Work.
Experience providing 1st and 2nd line support for the business.
Strong technical knowledge combined with excellent customer service.
Ability to communicate technical concepts to both technical and non-technical audiences.
Capability to work under pressure and address support needs across walk-ups, service desk, chat, and phone.
Experience handling complex issues that require in-depth evaluation of variable factors.
Ability to manage multiple concurrent issues.
Ability to manage, maintain, and contribute to evolving knowledge bases and solutions.
Demonstrated aptitude for learning new technologies.
Team-oriented with the ability to work independently when needed.

Technology Experience

Apple macOS (all versions)
Windows 11
iOS-based devices
Android-based devices
Microsoft Azure / Intune
Microsoft Office 365
Box, Dropbox, Google Drive, Microsoft OneDrive
Conference room setups using Microsoft Teams and other related technologies
Experience working on a global service desk and prioritizing work
IT Asset Management Systems
Experience deploying and supporting iOS and Android devices
Experience using helpdesk/service desk systems such as Freshservice and ServiceNow

Salary Range

USD 65,000 - 75,000 per year
Compensation is determined in accordance with applicable law and based on job-related, non-discriminatory factors such as work experience, skills, certifications, and geographic location.
The company reserves the right to modify this pay range at any time.

Benefits

Comprehensive benefit program and perks tailored to your region
Free snacks
Generous holiday and paid time off
Options for private medical, dental, and vision plans
Support in saving for the future
Mental wellness coaching and support
Access to more than 13,000 online classes with LinkedIn Learning

Advantageous Certifications

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

Additional Notice

Real Chemistry and its affiliates’ names are being misused by scammers through messaging services, fake websites, and apps.
Do not share personal or financial information or make payments to any unverified sources claiming to be connected to Real Chemistry.
The company is working to stop unauthorized activities and protect the community.

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