Senior Service Desk Analyst
2024-09-25
USA
Smartsheet
Smartsheet is a tech company with a human story to tell. We’re here to empower teams to manage projects, automate workflows, and rapidly build new secure solutions, using simple no-code tools. We’re revolutionaries – so for us changing the way the world works is all in a day’s work.Smartsheet is seeking to hire a Senior Service Desk Analyst to an already established Corporate IT team, providing the highest quality support to both our onsite and remote employees in a professional environment. We’re looking for a talented, self-motivated, and service-oriented individual with high integrity who can make an immediate, positive impact. The Service Desk Analyst will also work in collaborating, participating in the design and implementation of new services and programs.
This position reports to our Service Desk Manager.
You Will:
Act as the primary point of contact supporting internal users with IT issues
Provide tier 1 support to identify, investigate and resolve technical problems for the entire company
Provide diagnosis in basic error situations to determine point of failure; work closely with associates to provide solutions or options for repair.
Act as a point of escalation for the tier 1 team and also have the ability to escalate to higher level technical teams as appropriate
Monitor internal help desk system for the delegation, assignment and/or completion of incident tickets
Support the addition, deletion, and modification of accounts & security privileges in an Active Directory/LDAP environment
Assist with Smartsheet Gov related tasks (must be a U.S. permanent resident)
Provide network & application monitoring and support
Collaborate with colleagues to improve processes and procedures
Assist with end users moves, adds, & changes within software based systems
Support applications, printers, storage and networking infrastructure (wired and wireless)
You Have:
4+ years experience in a IT help desk environment with direct contact with customers and internal end-users
Desire to interact and provide excellent customer service with end users or clients on the phone or in person in a courteous, professional manner
Knowledge of Windows and/or Mac OSX clients and servers as used in a corporate or small business setting
Ability to work in a fast paced environment with high ticket counts
Basic understanding of Active Directory and experience with user management
Strong problem-solving skills and attention to detail with experience in troubleshooting IT issues
Experience in administration (moves, adds, changes) of various server based applications (G Suite\Exchange, various source control systems, CRM systems, Content Management Systems, AV Solutions, OKTA, Mimecast)
Comprehensive knowledge of IT standard concepts, practices, and procedures
Demonstrated ability to manage work schedules, project and task priorities
Microsoft, Zscaler, A+/Net+ certifications are a plus but not required
Flexible schedule as this job may require extended support hours, weekend and some on-call work
US Perks & Benefits:
HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees
Stock - Restricted Stock Units (RSUs) for eligible roles
Lucrative Employee Stock Purchase Program (15% discount)
401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
Monthly stipend to support your work and productivity
Flexible Time Away Program, plus Incidental Sick Leave
US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans
US employees receive 12 paid holidays per year
Up to 24 weeks of Parental Leave
Personal paid Volunteer Day to support our community
Opportunities for professional growth and development including access to Udemy online courses
Company Funded Perks, including a counseling membership, local retail discounts, and your own personal Smartsheet account
Teleworking options from any registered location in the U.S. (role specific)
Smartsheet provides a competitive base salary range for roles that may be hired in different geographic areas we are licensed to operate our business from. Actual compensation is determined by several factors including, but not limited to, level of professional, educational experience, skills, and specific candidate location. In addition, this role will be eligible for a market competitive incentive opportunity and some roles may be eligible for a RSU stock grant upon accepted offer. US Pay Range$52,500—$71,250 USD
Get to Know Us:
At Smartsheet, we’ve created a place where everyone is welcome — people from all over the world, all backgrounds, all ages, all colors, and all beliefs working side by side. Here, everyone can make a difference and empower others to do the same. You’re encouraged to apply even if your experience doesn’t precisely match our job description—if your career path has been nontraditional, that will set you apart. At Smartsheet, we empower everyone, everywhere to change the way the world works—join us!
Equal Opportunity Employer:
Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, and Japan. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.
#LI-Remote
This position reports to our Service Desk Manager.
You Will:
Act as the primary point of contact supporting internal users with IT issues
Provide tier 1 support to identify, investigate and resolve technical problems for the entire company
Provide diagnosis in basic error situations to determine point of failure; work closely with associates to provide solutions or options for repair.
Act as a point of escalation for the tier 1 team and also have the ability to escalate to higher level technical teams as appropriate
Monitor internal help desk system for the delegation, assignment and/or completion of incident tickets
Support the addition, deletion, and modification of accounts & security privileges in an Active Directory/LDAP environment
Assist with Smartsheet Gov related tasks (must be a U.S. permanent resident)
Provide network & application monitoring and support
Collaborate with colleagues to improve processes and procedures
Assist with end users moves, adds, & changes within software based systems
Support applications, printers, storage and networking infrastructure (wired and wireless)
You Have:
4+ years experience in a IT help desk environment with direct contact with customers and internal end-users
Desire to interact and provide excellent customer service with end users or clients on the phone or in person in a courteous, professional manner
Knowledge of Windows and/or Mac OSX clients and servers as used in a corporate or small business setting
Ability to work in a fast paced environment with high ticket counts
Basic understanding of Active Directory and experience with user management
Strong problem-solving skills and attention to detail with experience in troubleshooting IT issues
Experience in administration (moves, adds, changes) of various server based applications (G Suite\Exchange, various source control systems, CRM systems, Content Management Systems, AV Solutions, OKTA, Mimecast)
Comprehensive knowledge of IT standard concepts, practices, and procedures
Demonstrated ability to manage work schedules, project and task priorities
Microsoft, Zscaler, A+/Net+ certifications are a plus but not required
Flexible schedule as this job may require extended support hours, weekend and some on-call work
US Perks & Benefits:
HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees
Stock - Restricted Stock Units (RSUs) for eligible roles
Lucrative Employee Stock Purchase Program (15% discount)
401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
Monthly stipend to support your work and productivity
Flexible Time Away Program, plus Incidental Sick Leave
US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans
US employees receive 12 paid holidays per year
Up to 24 weeks of Parental Leave
Personal paid Volunteer Day to support our community
Opportunities for professional growth and development including access to Udemy online courses
Company Funded Perks, including a counseling membership, local retail discounts, and your own personal Smartsheet account
Teleworking options from any registered location in the U.S. (role specific)
Smartsheet provides a competitive base salary range for roles that may be hired in different geographic areas we are licensed to operate our business from. Actual compensation is determined by several factors including, but not limited to, level of professional, educational experience, skills, and specific candidate location. In addition, this role will be eligible for a market competitive incentive opportunity and some roles may be eligible for a RSU stock grant upon accepted offer. US Pay Range$52,500—$71,250 USD
Get to Know Us:
At Smartsheet, we’ve created a place where everyone is welcome — people from all over the world, all backgrounds, all ages, all colors, and all beliefs working side by side. Here, everyone can make a difference and empower others to do the same. You’re encouraged to apply even if your experience doesn’t precisely match our job description—if your career path has been nontraditional, that will set you apart. At Smartsheet, we empower everyone, everywhere to change the way the world works—join us!
Equal Opportunity Employer:
Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, and Japan. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.
#LI-Remote