Service Desk Analyst

Boston Beer Corporation

Boston (MA)

On-site

USD 41,000 - 69,000

Full time

10 days ago

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Benefits offered by this job

Tuition reimbursement

Fertility/adoption support

Free financial coaching

Health & wellness program

Professional development & training

Free beer!

Stock purchase plan

401k

Job summary

Boston Beer Company is seeking a Full-Time Service Desk Analyst in Boston, MA to support IT operations and end users. The role involves handling requests, troubleshooting hardware, software, and network issues, and maintaining documentation and asset inventories.

You will collaborate with IT teams, participate in on-call rotations, and contribute to knowledge base improvements while delivering reliable, consumer-grade IT support.

Qualifications

1+ years of helpdesk or service desk experience.
Experience with device and configuration management tools (Intune, SOTI, SCCM).
Knowledge of ITIL standards.
Experience in corporate/manufacturing environments.
Knowledge of MS 365, SAP, and Apple/Microsoft clients.

Responsibilities

Respond to IT service requests and incidents promptly.
Provide end-user hardware, software, and network support.
Troubleshoot remotely and on-site with step-by-step guidance.
Contribute to a knowledge base with common issues and solutions.
Participate in after-hours on-call rotation.
Maintain asset inventory for hardware and software.

Skills

Helpdesk experience

Intune

SOTI

SCCM

ITIL

Microsoft 365

SAP

Apple OS

Strong communication

Remote diagnosis

Tools

Intune

SOTI

SCCM

Microsoft System Center

Microsoft Endpoint

Job description

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!

*Talk to your recruiter about eligibility

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 jobs@bostonbeer.com for assistance.

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