IT Analyst

ApplyBoard simplifies the study abroad search, application, and acceptance process by connecting international students, recruitment partners, and academic institutions on one platform. With an exceptional team from around the world and speaking more than 75 languages, our diversity is one of our greatest strengths. Our core values, such as Caring About Each Other, Innovating and Improving, and Making Work Fun, propel us forward together and continuously strengthen our engaging culture. We are in growth mode and are looking to empower passionate and exceptionally talented team members.

The Opportunity:

Our growing IT Service Desk is looking for an IT Analyst to join the team. You are a diverse IT professional, responsible and accountable for Internal customer support, troubleshooting and resolution of daily support incidents and user requests. Provisioning access and addressing configuration changes, you take pride in supporting teams that use a variety of SaaS tools. You are a versatile member of the team, you are ready to jump in to support the System Engineers, Asset Management team and your team of Tier 1 and 2 IT Analysts. A Critical thinker who enjoys solving problems, and thinks outside of the box to assess problems and provide functional, efficient solutions. This is a great chance to make your mark in a maturing IT organization and grow your technical skills.

What you'll be doing every day:

• Facilitate the day-to-day operations of IT systems
• Provide exceptional customer service through active listening, troubleshooting and resolution of support requests
• Using your knowledge of ITIL to ensure current best practices and policies are being followed
• Support the IT Service Desk as a technical escalation resource
• Craft and edit high-quality technical documentation
• Technical SME and ownership of IT systems and platforms as assigned by the IT Manager
• Work closely with the Tier 1, Tier 2, Asset management and System Engineering teams to ensure industry-leading technical support
• Engage as a technical resource in configuration, implementation and rollouts of new technologies being added to our stack.
• Standard process and procedural analysis, review, development
• A willingness to step in and perform a variety of tasks to support the IT Service Desk, like new-hire onboarding, access provisioning, Termination and offboarding, account management, audit and report development and execution

What you bring to the table:

• More than five years of experience in support and administration IT systems such as: Google Workspace, Active Directory, Office 365, Adobe suite, Workspace One, Amazon Workspaces, FrontApp, Atlassian Products (Confluence, Jira), Zendesk
• A demonstrated working knowledge Mac and Microsoft OS platforms
• Experience working with Mobile Device management platforms
• Configuration, Deployment and support of Mobile devices, Cell phones and VOIP telephony
• Experience in supporting multiple communication platforms such as: Basecamp, Zoom, Google Meets, Slack
• Experience in managing and tracking IT assets (Hardware and Software)
• 4 - 5 years experience supporting Mac Devices and experience in supporting Linux Operating systems.
• A demonstrated working knowledge of VDI or DaaS technology, specifically AWS Workspaces or VMWare Horizon
• An eye for identifying and solving complex enterprise problems with IT systems and solutions
• Experience in supporting customer submitted incidents through Zendesk
• Capability for critical thinking, complex decision making and engaging in the resolution of ambiguous tasks

Ideally, you also have experience with some of the following:

• Certifications in AWS, Google Workspace, VMWare, Microsoft, or similar
• Experience or training as a technical writer
• Previous experience as a primary or team lead
• Advanced knowledge of Spreadsheet and reporting dashboard development
• Experience in requirements analysis, development and implementation of Standard Operating procedures
• Knowledge of Scripting languages such as: Powershell, Python, Java Script