Service Desk Analyst II, Brewery

American Craft Brewery, LLC; Breinigsville (PA); On-site; USD 65,000 - 120,000; Full time

Benefits offered by this job

Tuition reimbursement

Fertility/adoption support

Free financial coaching

Health & wellness program and discoUun

Professional development & training

Free beer!

Job summary

The Boston Beer Company in Breinigsville, PA is seeking a Full-Time Service Desk Analyst II, Brewery to lead daily service desk operations and guide a team of analysts. You will manage major incidents, collaborate with IT teams, and drive continuous improvement across end-user computing services.

With 4+ years in a helpdesk or lead role, you will leverage Intune/SCCM/SOTI, automation (PowerShell/Python), and strong communication to deliver high-quality support in a manufacturing environment.

Qualifications

• 4+ years in helpdesk/service desk, preferably lead role
• Experience with mobile device management tools (Intune/SCCM/SOTI)
• Experience with automation and scripting (PowerShell, Python)
• Knowledge of ITIL standards and practices
• Experience in corporate/manufacturing environments

Responsibilities

• Lead daily service desk operations and oversee processes
• Provide guidance to analysts and manage major incidents
• Coordinate incident/problem management for major outages
• Collaborate with IT teams for service transitions and improvements
• Monitor service desk KPIs and drive continuous improvement
• Deliver training and coaching to staff
• Lead small to mid-size projects delivering end-user computing services
• Deploy self-service capabilities and workflow automations

Skills

ITIL knowledge

Customer service

Remote troubleshooting

Team leadership

Project coordination

Education

Bachelor's Degree or equivalent

Tools

Intune

SOTI

SCCM

PowerShell

Python

Job description

Job Description We are currently hiring a Full-Time Service Desk Analyst II, Brewery in Breinigsville, PA. The Service Desk Analyst II leads daily operations of the service desk, providing expert guidance and support to other analysts, and managing major service incidents. Additionally, the analyst will collaborate with IT teams, monitor performance metrics, and lead continuous improvement activities. They will use a combination of technical support, project management, and customer service skills to deliver high-quality support and purpose-fit technologies with consumer-inspired experiences.

What You’ll Brew:

Lead responsibilities

• Act as a Service Desk workstream lead, overseeing daily operations, and ensuring processes and procedures are being followed.
• Provide expert guidance and support to other service desk analysts, assisting with complex issues and escalations.
• Act as incident/problem management lead for major service incidents including coordinating resources, managing communications, conducting after-action report (AAR) processes, etc.
• Collaborate with other IT teams to ensure seamless service transition and support for IT services.
• Monitor and analyze service desk performance metrics, KPIs, identifying opportunities, and leading continuous improvement activities.
• Conduct regular training sessions and provide on-the-job coaching for other service desk staff to enhance their skills and knowledge.
• Independently lead small to mid-size projects aimed at delivering new or enhancing existing end-user computing services, mobile device management, supply chain technology integrations, service desk processes, etc.
• Deploy self-service capabilities and workflow automations to improve coworker productivity and experience.

Daily responsibilities

• 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:

Experience

• 4 years of helpdesk or service desk experience, preferably in a lead role
• Experience managing client configuration management and mobile device management tools such as Intune, SOTI, SCCM, etc.
• Experience with automation and scripting such as Power Automate, PowerShell, Python, etc.
• Knowledge of industry standards such as ITIL
• Experience working in corporate and/or manufacturing environment

Skills

• Advanced 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.
• Advanced 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:

• Bachelors Degree or equivalent industry experience with a focus on customer service, computer science and/or Information Technology related disciplines
• ITIL/ITSM coursework and/or certifications

Level: 7 At the Boston Beer Company and in accordance with pay transparency laws, we are open about our salary ranges. For this role, the salary range is between $65,000 and $120,000. 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:

• 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.