IT Service Desk Analyst

1 month ago

Omaha, Nebraska, United States Sojern Full time

Position summary:

As an IT Service Desk Analyst, you will be responsible for the day-to-day Service Desk support of Sojern end-users. You will be providing technical service desk support to a mid-sized user base. The position reports to the Senior Director of IT & Security, and works with functional team leaders and teams to ensure that the IT operations are continuous, secure, accurate, current and well-utilized. This will be a HYBRID role based out of our Omaha, NE office.

What you will do:

Maintain, install, upgrade, modify, integrate, customize and administer user Apple Macbook laptops and a small number of Windows 11 OS devices
Remotely assist employees with laptop hardware/software
Coordinate global procurement of employee equipment
Provision and onboard/offboard employees globally
Office responsibilities include:
Computer setup in local offices
A/V equipment setup and troubleshooting
Shipping/receiving
Stocking computer equipment and support of onsite computer equipment
Asset management and inventory tracking
Support for in-office team offsites and leadership visits

Admin of company's business SaaS applications, systems administrations and business productivity platform (Google Workspace).
Responsible for adhering to and executing the IT Strategic Plan & Security Policies
The position has no direct reports but manages the delivery of services
Admin and maintain cloud based services such as Slack and Jira
Prioritize daily intake of tickets and project-related tasks
Serve as a liaison for staff and provide technology training along with 1-on-1 follow-up
Provide technical/troubleshooting support in regards to printer and other end-user device support, with a focus on Apple, Mosyle & Microsoft products/technologies (90% Apple MacOS/10% Windows)
Work closely and manage relations with 3rd-party vendors
Manage adhoc IT projects in line with the IT strategic roadmap

What you bring to the table:
Hybrid availability - 2 or 3 days in the office (Omaha)
Experience working in an IT technician or Service Desk role
Good working knowledge and experience of the following: Google Workspace and Apps, Microsoft 365, Slack, Salesforce and endpoint management tools (JAMF/Mosyle)
Experience configuring, setting up and troubleshooting Apple MacOS, iOS and windows, Apple Genius Bar experience a plus
Experience monitoring & troubleshooting office compute devices (printers, video conference and network equipment e.g. Meraki)
Experience with managing projects and 3rd-party vendors
Experience with procurement, asset management and inventory tracking
Provide Desktop support outside of normal business hours may be required on rare occasions

Behavioral competencies
Excellent customer service, interpersonal skills and problem-solving skills
Ability to extend services and support for key stakeholders in a timely manner
Excellent oral and written communication skills
Flexible mindset with experience and desire to work in dynamic environment
Strong analytical, time management and self-motivated capabilities

What we have for you:

We take a whole-person approach to create a Sojernista Experience that allows our people to thrive, not just as employees, but as humans. As an employee of Sojern, you would benefit from this in the following ways:

Rewards & Recognition: Competitive compensation packages, stock options offered to every employee, Bonusly program to reward and recognize team wins and performance, plus employees can take up to 40 hours of paid time per year to volunteer and give back to the community
Flexibility: Flexi-Friday benefit, hybrid or remote work options for most roles, time-zone friendly work hours with async collaboration
Connection: Team offsites planned annually, six employee resources groups, regular virtual and in office team building events, monthly company All Hands & leadership Q&As
Wellbeing: PTO allowance to recharge, comprehensive healthcare options, paid parental leave (16 weeks for birthing parents; 12 weeks for non-birthing parents), retirement contributions and investment options (for applicable locations), travel benefits (hotel stay benefit & IATA membership), plus mental health, wellness & financial health resources
Growth: Learning & development stipend, mentorship program, career development programs, leadership training
Productivity: Home office tech set up (laptop, monitor, keyboard, mouse), monthly internet and phone allowance, modern tools to communicate and collaborate (Slack, Google Suite)

Our Sojernista First workplace philosophy is designed to take a flexible approach, recognizing that the needs of our employees may differ depending on their role, team, or location. What does not differ is our focus on building genuine connections, increasing global collaboration, and providing programs, tools and resources centered around the needs and wellbeing of our employees, regardless if you are working in an office, hybrid, or fully remote.

About Sojern:

At Sojern, we believe in the power of travel as a way to bring the world together. It is that passion that drives Sojern to build smart digital solutions that help travel marketers reach travelers efficiently, and increase long-term growth, customer loyalty and profitability.

Our customers include hotels, attractions and tourism boards, and they use the power of machine learning, data science and real-time traveler data in Sojern's products to build direct relationships with travelers across social, mobile and the web. Now, more than ever, our thousands of customers rely on Sojern to drive visits, bookings, and ticket sales by engaging with travelers as they plan their travel.

As a globally distributed company, we are headquartered in San Francisco with employees based in 14 countries and counting. Our team is passionate about travel and the core values that define our culture: Win as a Team, Embrace Inclusion, Be Genuine, Deliver Wow, and Center Around the Customer. Check out our Glassdoor reviews #LI-LC1 #LI-Remote

Hiring Locations:

US Roles at Sojern based outside of our Omaha, NE or San Francisco, CA office can sit in any of the following states: AZ, CA, CO, CT, FL, GA, IL, IN, IA, KS, MA, MI, MN, MO, NE, NJ, NY, NC, PA, SD, TN, TX, UT, WA, and WI. Please only apply if you are able to live and work full-time in one of the states listed above. State locations and specifics are subject to change as our hiring requirements shift.

CA residents: For information on the personal information that Sojern collects when you apply for this job, and how that information is handled, please see the Sojern Privacy Policy.

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