IT Service Desk Analyst

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.