Service Desk Analyst

Boston Beer Co.; Boston (MA); On-site; USD 85,962,000 - 143,270,000; Full time

Benefits offered by this job

Tuition reimbursement

Fertility/adoption support

Free beer!

Job summary

Boston Beer Company is hiring a Full-Time Service Desk Analyst in Boston, MA. The role focuses on daily service desk operations, providing customer and technical support, and collaborating with IT teams to improve processes.

The position requires 1+ years in a helpdesk environment, experience with Intune/SCCM/SOTI, and knowledge of ITIL. Expect after-hours on-call duties and emphasis on customer service.

Qualifications

• 1+ years of helpdesk or service desk experience.
• Experience supporting device management tools such as Intune, SCCM, SOTI, etc.
• Knowledge of ITIL standards.

Responsibilities

• Respond to and resolve IT service requests and incidents quickly to minimize business disruption.
• Provide end-user support via phone, email, or in person for hardware, software and network issues.
• Diagnose and troubleshoot technical problems and guide users through steps.
• Contribute to knowledge base with common issues and solutions.
• Participate in after-hours on-call queue for urgent issues.
• Maintain asset inventory and lifecycle for hardware and software.

Skills

Helpdesk experience

ITIL knowledge

Strong communication

Remote troubleshooting

Tools

Intune

SCCM

SOTI

Job description

We are currently hiring a Full-Time Service Desk Analyst in Boston, MA.

The Service Desk Analyst I participates in daily operations of the service desk; providing customer support and technical support, and participating in support of major service incidents. Additionally, the analyst will collaborate with IT teams, update and create documentation, and participate in continuous improvement activities. They will use a combination of technical support, and customer service skills to deliver high-quality support and purpose-fit technologies with consumer-inspired experiences.

What You'll Brew:

• Respond to and resolve IT service requests and incidents in a timely manner, ensuring minimal disruption to business operations.
• Provide technical support to end-users via phone, email, or in-person, addressing hardware, software, and network issues.
• Diagnose and troubleshoot technical problems, guiding users through step-by-step solutions.
• Contribute to the creation and maintenance of a knowledge base, documenting common issues and solutions for future reference.
• Participate in after-hours on-call queue to address urgent issues as they arise.
• Maintain asset inventory process by assigning, upgrading, and maintaining hardware inventory; laptops, tablets, printers, and peripherals (including handheld scanners).
• Deliver excellent customer service, maintaining a professional, and helpful demeanor always.
• Maintain IT Knowledgebase and contribute new articles to facilitate support.
• Maintaining asset management processes for hardware and software.
• Ensure compliance with company policies, procedures, and IT security standards.
• Other duties as assigned.

What Ingredients You'll Bring:

Minimum Qualifications:

• 1+ years of helpdesk or service desk experience
• Experience supporting client configuration management and mobile device management tools such as Intune, SOTI, SCCM, etc.
• Knowledge of industry standards such as ITIL
• Experience working in corporate and/or manufacturing environment
• Intermediate trouble shooting of technologies including wired and wireless network connectivity, client operating systems, telephony and conference rooms, handheld scanners, printers, productivity applications (such as Microsoft 365), business applications (such as SAP), etc.
• Intermediate knowledge of Microsoft and Apple client operating systems
• Strong phone and personal communication skills
• Ability to effectively prioritize and execute tasks in a fast pace and ever-changing environment.
• Ability to diagnose and resolve technical issues remotely and on-premises.

Preferred Qualifications:

• Experience with Microsoft System Center or Microsoft Endpoint

Level:

8IC

At the Boston Beer Company and in accordance with pay transparency laws, we are open about our salary ranges. For this role, the hourly rate is between $30.00 and $50.00/hour. However, it’s important to note that where the person hired starts in this range is dependent on their related experience, skillset and location. Additionally, this position qualifies for a discretionary annual bonus based on company and individual performance, and certain sales roles might include a car allowance.

Some Perks:

Our people are our most important ingredient. We hire the best talent; and we reward, develop, and retain them too.

In addition to generous healthcare on day one, stock purchase plan, 401k and more, Full Time Boston Beer Coworkers have the following perks available*:

• Tuition reimbursement
• Fertility/adoption support
• Free financial coaching
• Health & wellness program and discounts
• Professional development & training
• Free beer!

The Boston Beer Company may use AI-enabled tools to assist with identifying qualified candidates and streamline recruiting operations. These tools help us improve efficiency and consistency. All hiring decisions are made thoughtfully by recruiters and hiring teams. We regularly evaluate our processes to promote fairness, reduce bias, and comply with applicable laws.

To ensure the integrity of the evaluation, please refrain from using AI-generated enhancements during your phone and virtual interviews. If we discover that you have used such enhancements without authorization or prior disclosure, you may be disqualified from the hiring process. External AI tools may not be used to transcribe or record the interview at any time. This ensures your privacy, and Boston Beer's confidential information are protected. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Fair Chance Ordinance and the CA Fair Chance Act.

Boston Beer Corporation is an equal opportunity employer and is committed to a diverse workforce. In order to help ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who wish to request accommodation in the job application process can contact [e-mail] for assistance.