Service Desk Analyst 1

Job Details

The Service Desk Analyst I provides world-class Corporate IT support to employees across InvoiceCloud. As the primary “boots on the ground” resource for the Boston office, this role ensures employees have the tools, access, and reliable technology required to perform their jobs effectively.

Reporting to the Manager of Modern Desktop Services, the analyst will receive ongoing training and coaching, while also contributing to IT processes, documentation, and emerging technology adoption. This role collaborates closely with Global IT teams to deliver seamless support across the US and India and requires strong customer service skills, technical curiosity, and the ability to work independently when needed.

Success Profile

At InvoiceCloud, success is anchored in our core competencies. These competencies guide how every employee delivers impact across their role.

Customer Centric

• Provides friendly, professional Tier 1 support for hardware, software, identity tools (e.g., Okta), and business applications such as Microsoft 365 and Slack.
• Triages, logs, and prioritizes Service Desk requests according to defined standards, ensuring employees receive timely, high-quality support.
• Supports conference room technology, A/V equipment, and basic office IT needs, ensuring a smooth on-site employee experience.
• Communicates clearly with both technical and non-technical users, helping resolve issues with patience and clarity.

Results Driven

• Ensures accurate and timely execution of onboarding and offboarding processes, guaranteeing proper access, permissions, and system readiness for employees.
• Monitors, updates, and supports endpoints through Intune, Jamf, and other approved MDM tools to maintain a secure, compliant environment.
• Escalates complex issues to appropriate teams when needed, maintaining momentum and minimizing user downtime.
• Maintains awareness of IT Service Desk best practices and applies them consistently to support operational goals.

Takes Ownership

• Maintains accurate, up-to-date documentation in service management tools and contributes to internal knowledge base articles.
• Follows established IT procedures while offering thoughtful recommendations to improve clarity and effectiveness.
• Demonstrates accountability by following issues through to resolution and ensuring users are fully supported.
• Learns new tools and techniques proactively, expanding technical knowledge and improving service delivery.

Drives Efficiency

• Uses established IT workflows, ticketing systems, and escalation processes to ensure efficient triage and resolution.
• Organizes daily tasks to handle multiple priorities in a fast-paced environment while maintaining responsiveness.
• Applies basic troubleshooting skills to quickly diagnose common issues, reducing reliance on senior engineers.
• Assists Facilities and office administrators with basic technical setup tasks to streamline onsite operations.

Innovative

• Uses curiosity and emerging technologies, including GenAI tools, to improve troubleshooting, documentation creation, and end-user support.
• Identifies opportunities to simplify IT processes, improve onboarding clarity, or enhance employee technology experiences.
• Experiments with new MDM or productivity configurations under guidance to support continuous improvement.
• Contributes ideas that strengthen IT policies, service delivery, and technology standards.

Requirements

• High school diploma, GED, or equivalent required; associate’s or bachelor’s degree in an IT-related field preferred
• 1–3 years of experience in technical support, help desk, or customer service–oriented IT role
• Excellent verbal and written customer service communication skills
• Familiarity with SaaS identity and productivity tools such as Okta, Microsoft 365, and Slack
• Basic understanding of endpoint management tools (Intune, Jamf) and standard IT troubleshooting methods
• Ability to learn and support physical office technology, including conference room equipment and basic networking
• Strong organizational, multitasking, and problem-solving skills in a fast-paced environment
• Flexibility to occasionally assist with after-hours changes or maintenance as needed
• Curiosity and willingness to explore emerging technologies, including AI tools

Benefits 
We offer a competitive benefits program including:

• Medical, dental, vision, life & disability insurance
• 401(k) plan with company match
• Flexible Time Off (FTO), wellbeing days, paid holidays, and summer Fridays
• Mental health resources
• Paid parental leave & Backup Care
• Tuition reimbursement
• Employee Resource Groups (ERGs)