Service Desk Analyst

Invoice Cloud is a fast‑growing fintech company and a leading disruptor in the electronic bill presentment and payment (EBPP) space. With over 3,200 customers across the utility, government, and insurance industries, our secure SaaS platform drives higher digital payment, Auto Pay, and paperless adoption rates, improving customer engagement, reducing costs, and accelerating payments.

We are seeking a Service Desk Analyst I to work out of our new Boston office. In this role you will provide a world‑class Corporate IT experience to all new and existing Invoice Cloud employees, ensuring users have the tools, permissions, and resources required to be successful.

• Triage, log, and prioritize incoming Service Desk requests according to established guidelines.
• Ensure full compliance with employee onboarding and off‑boarding standards.
• Perform Tier 1 technical support for IT hardware, software, and business productivity tools (e.g., Microsoft 365, Okta, Slack).
• Monitor, update, and support corporate endpoints through approved MDM solutions (Intune, Jamf).
• Escalate unresolvable tickets to the appropriate queue or Modern Desktop leadership.
• Support conference room technology and basic A/V setup for employees.
• Create and maintain end‑user documentation and knowledge base articles.
• Maintain awareness of IT Service Desk best practices and apply them to daily operations.
• Assist facilities and office administrators with basic physical tasks (e.g., desk setup, cable management) as required.
• All other duties as defined by Modern Desktop leadership.

• High School Diploma, GED, or equivalent (associate’s or bachelor’s degree in IT‑related field preferred).
• 1–3 years of experience in a technical support, help desk, or customer service‑oriented IT role.
• Excellent written and verbal customer service skills.
• Familiarity with SaaS identity and productivity tools such as Okta, Microsoft 365, and Slack.
• Basic understanding of endpoint management tools (Intune, Jamf) and standard IT troubleshooting methods.
• Ability to learn and support physical office technology, including conference room equipment and basic networking.
• Curiosity and willingness to explore emerging technologies, including GenAI.
• Strong organizational and problem‑solving skills, with the ability to handle multiple priorities in a fast‑paced environment.
• Flexibility to occasionally assist with after‑hours changes, maintenance, or support as needed.

Base salary range: $65,000—$75,000 USD. Employees may also be eligible for an annual bonus or commission and overtime pay under applicable laws.

Invoice Cloud is an Equal Opportunity Employer. All terms and conditions of employment, including recruiting, hiring, placement, promotion, and termination, are based on merit, business needs, and job‑related qualifications, and are not dependent on disability, race, color, religion, age, sex, national origin, veteran status, or any other protected characteristic.