Service Desk Analyst

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This range is provided by Beyondsoft. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$28.00/hr - $32.00/hr

WHO WE ARE:

Beyondsoft is a leading mid-sized business IT and consulting company that combines modern technologies and proven methodologies to tailor solutions that move your business forward.

Our global head office is based in Singapore, and our team is made up of a diversely talented team of experts who thrive on innovation and pushing the bounds of technology to solve our customers’ most pressing challenges.

When it comes time to deliver, we set our sights on that sweet spot where brilliance, emerging technologies, best practices, and accountability converge. We have a global presence spanning four continents (North America, South America, Europe, and Asia). Our global network of talent and customer-centric engagement model enables us to provide top-quality services on an unprecedented scale.

WHAT WE’RE ABOUT:

We believe that collaboration, transparency, and accountability are the values that guide our business, our delivery, and our brand. Everyone has something to bring to the table, and we believe in working together with our peers and clients to leverage the best of one another in everything we do. When we proactively collaborate, business decisions become easier, innovation is greater, and outcomes are better.

Our ability to achieve our mission and live out our values depends upon a diverse, equitable, and inclusive culture. So, we strive to foster a workplace where people have the respect, support, and voice they deserve, where innovative ideas flourish, and where people can unleash their brilliance. For more information regarding DEI at Beyondsoft, please go to

ADDITIONAL REQUIREMENT FOR REMOTE POSITIONS:

For remote positions, all candidates must complete a video screen with our corporate recruiting team.

HERE'S WHAT YOU'LL DO:

• Provide exceptional customer service at the walkup service desk to resolve incidents immediately and expedite fulfillment of requests.
• Setup and fix IT equipment at desks, conference rooms, print/copy areas, and labs.
• Provide remote support over the phone using remote desktop tools.
• Assist employees with installation, configuration, and troubleshooting of computer hardware – laptops, desktops, peripherals, printers, mobile devices, and conference room technology.
• Install and support desktop software for corporate laptops and lab computers.
• Assist with the onboarding and offboarding process. Provision/deprovision user accounts and application access. Create and maintain laptop images.
• Create and administer email, web applications, and file systems.
• Document and resolve all Service Now tickets in a timely manner, adhering to established SLAs.
• Manage and meticulously document employee hardware and software license usage.
• Maintain passwords, data integrity, and file system security for the computing environment.
• Interact with vendor support to resolve technical problems with hardware and/or software.
• Support in the testing and deployment of new applications and systems.
• Create and maintain internal IT knowledge base articles to document procedures.
• Create end user documentation (“How To”, “FAQ”) and provide end user training.

REQUIREMENTS:

• Excellent customer service, attention to detail, communication and documentation skills.
• Must be a team player and willing to work “outside the box” to get things done as needed.
• Experience working in an IT Service Desk environment.
• Experience configuring and troubleshooting Windows & Mac laptop and desktop computers.
• Experience with Active Directory, Intune, Exchange, and basic network troubleshooting.
• Experience troubleshooting Microsoft Office applications and administering Office 365 accounts.
• Microsoft Teams, Apple Mac Book, and AV Support experience is a plus.
• IT experience in a Biotech GxP facility is a plus.

LOCATION:

This is a full-time on-site role based in Waltham, Massachusetts.

WHAT WE HAVE TO

OFFER:

Because we know how important our people are to the…