Service Desk Analyst — On-Call IT Support Pro

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

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.