Service Desk Analyst II

***THIS IS A HYBRID ROLE THAT WILL REQUIRE CANDIDATES TO BE IN OFFICE 3-4 DAYS PER WEEK IN OUR BRAINTREE, MA HEADQUARTERS***

About the Job

As a Service Desk Analyst II, you will be responsible for providing a world-class Corporate IT experience to all new & existing EngageSmart employees. Team members in this role are the “boots on the ground” to provide services to ensure all users have all the tools, permissions, and other resources required to be successful in their roles.

Reporting to the Manager of Modern Desktop Services, the Service Desk Analyst II will receive support, training, and coaching necessary to be successful in their role. As such, they are required to work independently, develop new skills/experiences, and directly contribute to the policies/procedures that will define the future of modern desktop services at EngageSmart.

Roles & Responsibilities:

• Triage and prioritize incoming Service Desk requests according to the guidelines defined by the Service Desk team and approved by the Manager of Modern Desktop
• Ensure 100% compliance with onboarding & offboarding standards for all enterprise employees as required by the Manager of Modern Desktop
• Execute management and administrative duties for core identity and access management tools, including but not limited to Okta, Microsoft Entra, M365, Slack, and others
• Update, monitor and administer all corporate endpoints via approved MDM solutions
• Perform Tier 1 & Tier 2 support for all Corporate IT hardware & software requests
• Escalate unresolvable tickets to the appropriate queue or the Manager of Modern Desktop
• Provide “white glove” technical assistance for all C-Level staff/executive team
• Design, execute, and support A/V functions for local conference rooms and remote meetings
• Facilitate the maintenance of inventory and adhere to asset management and procurement processes for all IT assets, maintaining inventory levels as required
• Work closely with the EngageSmart Security Team to report, investigate, and remediate desktop threats and vulnerabilities as required
• Create, update & organize internal & employee facing documentation
• Assist Facilities & office administrators with various physical tasks as needed
• All other duties as defined by Modern Desktop leadership

Qualifications & Skills:

• Minimum of high school diploma
• Minimum 1-3 years’ experience as a support technician/Help Desk Admin or similar
• Strong SaaS productivity apps experience (Okta, Microsoft 365, Google Workspace, Slack, Zoom etc.)
• Excellent written and verbal customer service skills
• Exposure to physical office infrastructure including conference room support
• The ability to multi-task in a fast-paced environment
• Problem solving skills and ability to work effectively in periodic urgent or business critical situations
• General understanding of networking protocols & standards
• Availability to assist with after-hours changes, maintenance etc. as needed
• Passion, drive, energy and initiative

Base Compensation Range: ($61,000 to $80,000.00) annually

Base salary is one component of total compensation. Employees may also be eligible for an annual bonus or commission. Some roles may also be eligible for overtime pay.

The above represents the expected base compensation range for this job requisition. Ultimately, in determining your pay, we’ll consider many factors including, but not limited to, skills, experience, qualifications, geographic location, and other job-related factors.