Service Desk Analyst II

4 months, 1 week ago
Full-time
Mid Level
Customer and Technical Support
Rubrik

Rubrik

Rubrik provides cutting-edge data security and protection solutions, including Zero Trust Data Protection and ransomware recovery, to ensure data readiness and business resilience.

IT Services
1K-5K
Founded 2014
$553M raised

Description

  • Deliver customer support to Rubrik employees and contractors across remote and onsite environments.
  • Troubleshoot and resolve employee IT issues via Slack, Zoom, and email.
  • Manage and escalate high-priority incidents and support requests.
  • Strive for first-contact resolution and handle competing priorities in a fast-paced environment.
  • Support employee lifecycle processes, including onboarding, offboarding, and application provisioning/deprovisioning.
  • Document solutions to common issues and share knowledge with the broader team.
  • Identify and help implement process improvements that strengthen team effectiveness.
  • Use JIRA to manage support requests and incident tickets daily.
  • Communicate policies and technical processes clearly to employees at all levels.
  • Advocate for employees and help guide effective use of technology.

Requirements

  • 3-5 years of experience supporting internal or external customers in a global IT Service Desk environment.
  • 3-5 years of experience supporting Mac and Windows devices.
  • 3-5 years of experience managing user and role-based access in a predominantly SaaS-based environment.
  • Experience supporting video conferencing systems is preferred.
  • ITIL mindset and the ability to contribute positively to team success.
  • Proficiency troubleshooting Windows and Mac platforms, with experience in Jamf and/or Intune.
  • Strong problem-solving skills and the ability to work independently and collaboratively.
  • Experience supporting high-priority escalations and high-pressure situations.
  • Ability to prioritize multiple tasks effectively in a high-velocity environment.
  • Proficiency in Bash or Python scripting for Jamf automation is highly desirable.
  • Familiarity with Okta, Google Workspace, Atlassian Suite, Slack, O365, and Zoom is a plus.

Interested in this position?

Apply directly on the company website

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