Loan Quality Analyst
Walker & Dunlop
Tableau
Service Desk Analyst I
InvoiceCloud, Inc.
full-time
Posted on:
Location Type: Hybrid
Location: Boston • Massachusetts • 🇺🇸 United States
Visit company websiteSalary
💰 $65,000 - $75,000 per year
Job Level
Junior
Tech Stack
Jamf
About the role
- Triage, log, and prioritize incoming Service Desk requests according to established guidelines
- Ensure full compliance with employee onboarding / offboarding standards
- Perform Tier 1 technical support for IT hardware, software, and business productivity tools (e.g., Microsoft 365, Okta, Slack)
- Monitor, update, and support corporate endpoints through approved MDM solutions (Intune, Jamf)
- Escalate unresolvable tickets to the appropriate queue or Modern Desktop leadership
- Support conference room technology and basic A/V setup for employees
- Create and maintain end-user documentation and knowledge base articles
- Maintain awareness of IT Service Desk best practices and apply them to daily operations
- Assist Facilities and office administrators with basic physical tasks (e.g., desk setup, cable management) as required
- All other duties as defined by Modern Desktop leadership
Requirements
- Minimum of High School Diploma, GED, or equivalent (associate’s or bachelor’s degree in IT-related field preferred)
- 1–3 years of experience in a technical support, help desk, or customer service–oriented IT role
- Excellent written and verbal customer service skills
- Familiarity with SaaS identity and productivity tools such as Okta, Microsoft 365, and Slack
- Basic understanding of endpoint management tools (Intune, Jamf) and standard IT troubleshooting methods
- Ability to learn and support physical office technology, including conference room equipment and basic networking
- Curiosity and willingness to explore emerging technologies, including GenAI
- Strong organizational and problem-solving skills, with the ability to handle multiple priorities in a fast-paced environment
- Flexibility to occasionally assist with after-hours changes, maintenance, or support as needed
Benefits
- Base salary is one component of total compensation.
- Employees may also be eligible for an annual bonus or commission.
- Some roles may also be eligible for overtime pay.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supportendpoint managementIT troubleshootingA/V setupdocumentation creationknowledge base managementcustomer serviceSaaS toolsMicrosoft 365Okta
Soft skills
written communicationverbal communicationorganizational skillsproblem-solving skillscuriosityflexibilityability to handle multiple priorities
Certifications
High School DiplomaGEDassociate’s degree in ITbachelor’s degree in IT
