Help Desk Analyst

The Help Desk Analyst provides support for core, enterprise applications, hardware, and security. This person handles a variety of tasks including first-tier incident intake and triage, issue assignment and escalation, and is the primary liaison to the IT outsourced partner Network Coverage.  Provides impeccable customer service to all ALKU employees.

Duties/Responsibilities: 

• Act as ALKU’s primary responder to the ALKU helpline, SOS
• Triage all inbound help requests ensuring timely response and assignment
• Troubleshoot issues directly with users to resolution or escalation
• Liaise with IT partner, Network Coverage, on all issues and requests needing their attention
• Liaise with subject matter experts within Technology team on all issues and requests assigned to them
• Log tickets with vendor partners either directly or in conjunction with internal vendor owner
• Oversee equipment handling needs and inventory across all offices
• Conduct routine consultant equipment audits
• Lead Enterprise trainings related to applications, security, and equipment
• Create training and documentation on core applications like Microsoft Suite, Fuze, Zoom, Slack, Sift, and more
• Create and facilitate quarterly company-wide phishing campaigns
• Contribute to the exploration and development of ServiceNow platform
• Provide help where needed on any special projects

Required Skills/Abilities:  

• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Excellent sales and customer service skills
• Excellent organizational skills and attention to detail
• Excellent time management skills with a proven ability to meet deadlines
• Strong analytical and problem-solving skills
• Strong supervisory and leadership skills
• Ability to prioritize tasks and to delegate them when appropriate
• Ability to function well in a high-paced and at times stressful environment
• Proficient with Microsoft Office Suite or related software 

ALKrew Benefits: 

• Weekly pay (salary + commission) 
• PTO package (plus birthday day and volunteer time off) 
• Student loan reimbursement  
• Health benefits 
• Competitive 401K match 
• Employee resource groups  
• Childcare reimbursement

National Awards: 

• CollegeGrad.com Best Place to Work for Entry Level Employees  
• Fortune Best Place to Work for Millennials  
• Staffing Industry Analysts (SIA) Best Staffing Firms to Work For 
• Great Place to Work 100 Best Small or Medium Workplaces 
• Boston Healthiest Employers 

** Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time **