Job Description

Help Desk Analyst

The Help Desk Analyst provides first-level technical support for hardware, and core Enterprise applications. This role is responsible for incident intake and triage, issue resolution and escalation, and acts as the primary liaison to ALKU's outsourced IT partner, Network Coverage. The Help Desk Analyst delivers exceptional customer service while supporting ALKU employees across multiple offices.

Duties/Responsibilities:

• Serve as the primary responder to ALKU's technology helpline
• Triage incoming help requests to ensure timely response and appropriate assignment within ServiceNow
• Troubleshoot technical issues directly with end-users through resolution or escalation
• Coordinate with IT partner Network Coverage on escalated issues and requests
• Collaborate with internal Technology subject matter experts on specialized issues
• Facilitate training on core applications and equipment usage
• Assist in developing training resources and documentation for core applications (Microsoft 365, Zoom, Slack, Vonage, etc.)
• Follow standard operating procedures and contribute to the development of support documentation
• Ensure excellent customer service by communicating clearly, professionally, and in a timely manner
• Lead quarterly phishing awareness campaigns
• Support the growth and development of the ServiceNow platform
• Contribute to special projects as assigned

Required Skills/Abilities:

• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Excellent time management skills with a proven ability to meet deadlines
• Strong analytical and problem-solving skills
• Ability to function well in a high-paced and at times stressful environment
• Proficient with Microsoft Office Suite or related software
• Basic understanding of computer hardware, operating systems and common applications (Microsoft 365, email, web browsers)
• Familiarity with troubleshooting methods and help desk practices is a plus
• Strong problem-solving skills with the ability to learn new technologies quickly

On Site Requirements:

• This position is primarily onsite in Andover, MA with remote flexibility on Fridays

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift, up to 25 pounds at times

Not required but preferred:

• College diploma or equivalent technical experience

ALKrew Benefits:

• Weekly pay (salary + commission)
• PTO package (plus birthday day and volunteer time off)
• Student loan reimbursement
• Health benefits
• Competitive 401K match
• Employee resource groups
• Childcare reimbursement

National Awards:

• CollegeGrad.com Best Place to Work for Entry Level Employees
• Fortune Best Place to Work for Millennials
• Staffing Industry Analysts (SIA) Best Staffing Firms to Work For
• Great Place to Work 100 Best Small or Medium Workplaces
• Boston Healthiest Employers

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

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