IT Service Desk Analyst, Impulse Space

• The ideal candidate will also be flexible and flourish in a fast paced and challenging environment
• He or she should be a self-starter and have excellent motivation, leadership, and ingenuity to excel at this position
• Experience in troubleshooting network, OS, and application problems
• Must be able to use basic Microsoft Office 365 administration functions such as Endpoint Management (Intune) and Entra ID (Azure Active Directory)
• Strong knowledge of SLAs and the importance of adherence to standards
• Ability to work independently under minimal supervision
• Proficiency in creating documentation and assisting the L1 service desk staff on technical challenges

Desirable

• Impulse Space is looking for a Level 2 Service Desk Analyst to join our high-performance space startup
• This role will be instrumental in providing a frictionless user experience on all IT systems
• The individual in this role will assist with the creation and curation of our knowledgebases and ticketing systems
• He or She will ensure we are meeting the proper service level agreements between the IT and the business units we support
• Provide Level 2 technical support to resolve complex hardware, software, and network issues for end-users on Linux, Windows, and Mac OS
• When it comes to IT service, performance, and availability, the buck stops here
• Escalate and coordinate with the engineering teams when necessary for issue resolution
• Maintain accurate documentation of support interactions and contribute to knowledge base articles
• Deliver exceptional customer service by actively listening, empathizing, and providing clear solutions
• Provide white-glove support for company executives
• Stay current with industry trends and continuously develop technical skills
• Collaborate with Level 1 and Level 3 support teams to resolve issues effectively
• Independently diagnose and troubleshoot technical problems and provide timely resolutions

• Application Received
• Resume Review
• Intro Phone Interview
• Technical Phone Interview(s)
• Onsite Interview
• Offer!