3 часа назад
Staff Service Desk Analyst
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Staff Service Desk Analyst (Technical Support/Program Management): Leading service desk operations, support queues, incident resolution, technology rollouts, and cross-functional coordination with an accent on high-touch end-user support, service-level performance, and operational readiness. Focus on resolving complex escalations, improving support processes through incident data, coordinating vendors and technical teams, and enabling technicians on new systems.
Location: Tucson, Arizona, United States
Company
is a financial technology platform providing products including TurboTax, Credit Karma, QuickBooks, and Mailchimp.
What you will do
- Act as the primary liaison between business stakeholders and the Service Desk to drive service-delivery readiness and alignment.
- Own support queues and oversee the identification, prioritization, and resolution of end-user requests.
- Configure, implement, and provide advanced support for incidents and service requests involving applications, hardware, networks, and business systems.
- Coordinate vendors and technical teams for remote technical needs, onsite support logistics, technology deployments, and rollouts.
- Lead readiness planning, training, documentation, and technician enablement for new tools, systems, and technology refreshes.
- Escalate and resolve complex cross-functional issues, monitor service levels, analyze incident data, and recommend process improvements.
Requirements
- Bachelor’s degree or equivalent relevant experience.
- Experience in service desk, IT support, or technical program management, ideally in multi-site or distributed environments.
- Strong troubleshooting, technical judgment, communication, relationship management, and stakeholder-influence skills.
- Experience managing support queues, ticketing systems, vendor coordination, and onsite technical support or technology deployments.
- Project management skills covering scope, time, functionality, cost, and quality across a program.
- Ability to work independently in a high-performance, 24/7 availability environment and coach junior colleagues.
Nice to have
- ITIL, CompTIA, MCP, CCNA, MCSA, MCSE, or similar technical certification.
- Experience using AI tools such as Claude or ChatGPT for documentation, planning, and communication.
Culture & Benefits
- Fast-paced environment focused on lean experimentation and rapid iteration.
- Competitive compensation with performance-based rewards.
- Potential eligibility for cash bonus, equity rewards, and employee benefits according to applicable plans.
- High-touch service culture focused on continual innovation and customer support at scale.
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