Senior Service Desk Analyst

WatchGuard Technologies; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a Senior Service Desk Analyst to join their dynamic team. This fully remote role involves providing exceptional IT support to internal employees, ensuring they have the tools and resources necessary for success. The ideal candidate will have a strong background in IT support, technical troubleshooting, and a passion for customer service. You will work collaboratively within a global team, utilizing a variety of tools to manage support requests and maintain security protocols. If you thrive in a fast-paced environment and enjoy solving problems, this opportunity is perfect for you!

Qualifications

• 5+ years in IT support with strong troubleshooting skills.
• Experience with hardware/software systems and Single Sign-On like Okta.
• Curiosity and attention to detail in problem-solving.

Responsibilities

• Support internal employees with hardware/software needs.
• Ensure endpoint security and software updates are current.
• Communicate effectively with team members and customers.

Skills

IT Support

Technical Troubleshooting

Networking and Infrastructure

Automation

Communication Skills

Problem Solving

Time Management

Tools

Zendesk

GoToAssist

Microsoft Teams

Office 365

Adobe Suite

Kandji

SharePoint

Atlassian Stack (Jira/Confluence/Opsgenie)

Microsoft Intune

Salesforce

Tableau

SmartDeploy

Fuze/Vonage

Job description

About the role

The role of the Senior Service Desk Analyst can be both challenging and rewarding. This role requires strong curiosity and attention to detail, along with business acumen, interpersonal skills, and a passion for outstanding customer support. We are an important cog in the onboarding and exit processes. We support internal WatchGuard employees on their hardware and software needs, ensuring they can perform their jobs to the best of their ability. As a member of the Service Desk team, your job is to ensure that employees stay current on security patches and endpoint security is kept up to date. Our mission is to make sure every WatchGuard employee can be as productive as they can be!

Please note: This role does require an on-call rotation. This is a FULL Remote position, so good home internet is required, and hours will be Monday - Friday between 8:00 AM and 5:00 PM in the employee’s time zone.

The Team

As a member of a global team, one of the most important aspects of the role is to be able to communicate with our customers and, more importantly, with other team members. We value teamwork and must be able to rely on each other. We support the WatchGuard organization through a variety of channels. We have Zendesk as our ticketing system. Employees can either submit tickets via email or a web portal. The tools we use for remote support are GoToAssist and Microsoft Teams. We also ensure employees can access the tools needed to do their jobs. Some of the technologies we support are:

1. Office 365 suite
2. Adobe Suite
3. Kandji to manage our fleet of Macs
4. SharePoint
5. Atlassian Stack Jira/Confluence/Opsgenie
6. Microsoft Intune
7. SmartDeploy
8. Zendesk
9. Salesforce
10. Tableau
11. Fuze (soon to be 8x8) and Vonage for telephony
12. Many more, including our own products such as AuthPoint

About You

We are looking for candidates with the following qualifications:

1. At least 5 years’ experience in an IT support role
2. In-depth knowledge and experience with multiple hardware and software systems
3. Experience managing a Single Sign-On system such as Okta
4. You are passionate about automation and have used scripts to optimize IT operations
5. Strong technical troubleshooting skills
6. Solid understanding of Networking and Infrastructure is a big plus
7. Communicate clearly and concisely both verbally and in writing in English
8. You are a people person with an innate curiosity to solve problems and strong attention to detail
9. You have the ability and drive to learn modern technologies and increase skills
10. You are self-motivated, take initiative, and ownership of your duties
11. Enjoy working in a collaborative environment, value mentorship, and can balance priorities
12. You are a team player but can also operate independently
13. Ability to manage multiple tasks and time effectively
14. Apply critical and analytical thinking to identify the root cause of problems so we fix the underlying issue rather than just band-aid the issue

Your first week

1. Get introduced to your fantastic team as well as set up your workspace.
2. Get familiarized with the tools we both use and support
3. Be assigned to a mentor to help with the daily details of the role
4. Work with HR/Recruiting on any needed documentation

Your first month

1. Continuing your first week, you will start to delve into tickets and do any required training
2. Be introduced to different teams as well as key players
3. Continue to work with your manager and mentor to become familiar with our process and support
4. Be curious and ask questions. We love questions.