IT Service Desk Analyst

The IT Service Desk Analyst is responsible for delivering world class support services across EF’s North American entities and its affiliates. This position will be a part of our North American IT organization and will work as a part of our Boston IT organization.

Using the Information Technology Service Management suite provided, this Tier 1 support position is responsible for all aspects of customer requests and incident management. This includes logging, triaging, resolving, and timely follow up of service requests/incidents.

This IT Service Desk Analyst will interact with all levels of EF colleagues and thus must have superior customer relations and communications skills. This individual must be skilled in both customer service and various information technology areas. On a day-to-day basis, they will ensure proper operation and support of PC's, printers, peripherals, and mobile devices. This individual also supports all standard operating systems and software applications. The position requires a growth-mindset, and the individual should approach work with an attitude of constant learning, curiosity, helpful engagement with clients and colleagues, and being invested in the success of the group and its services. The ability to find answers from documented solutions and research technical issues to resolution is critical.

Primary Responsibilities

• Responds appropriately and in accordance with established guidelines and timeframes to all calls, emails, work orders or alerts by creating an incident/request using the IT Service Management suite provided in an effective manner, maintaining and ensuring accuracy of all logged information.
• Responsible for Level/Tier 1 support providing basic to intermediate support. Exceeds end user expectations by meeting established SLA's and customer demands. Drives high customer satisfaction and ensures services align with EF needs.
• Exhibits commitment and accountability to coordinate customer support issues and ensure timely response, positive outcomes and accurately identify when issues should be escalated to Senior Service Desk Analyst for incidents/requests that require elevated support.
• Diagnose and resolve simple to moderately difficult desktop and peripherals related to interoperability, OS security issues, system access, passwords, and authentication. Accurately responds to desktop issues related to profiles, group policies and local system configurations.
• Demonstrates an understanding of network-related activities and support, including but not limited IP addressing, DHCP, and DNS.
• Acquires professional knowledge and skills by participating in training opportunities, in service programs, vendor seminars, etc. to maintain the highest level of technical skills possible. Participates in cross-training, may be asked to train other IT colleagues.
• Acquires an understanding of EF centric clinical and core applications with skill/ability to troubleshoot and resolve performance, access and interoperability issues. Perform assessments and diagnosis of problems using remote tools, with skill/ability to perform fixes and installations.
• Acquires an understanding of best practices regarding IT security in order to quickly identify potential business impacting vulnerabilities / threats.
• Contribute to the creation of processes and procedures for the Service Desk knowledge base. Will work closely with teams to develop standardized workflows.
• Responsible for hosting, initiating, and contributing to the Critical Incident Management process. Onsite Facilities:
• Work closely with our Office Life & Services team in Panama to support facilities projects and keep the office up to date and well organized
• Support projects as they arise that include, but are not limited to, building issues, handling shipping requests, employee desk setups and moves, building relationships with external vendors, printer support and set up, supporting office-wide network issues
  
  

Required Qualifications

• High School diploma or GED required.
• 1-3 years related work experience required in 2 plus years of Service Desk/IT Support experience supporting a large enterprise of end users in a Microsoft Windows / Microsoft 365 / Azure Active Directory environment.
• Interest in supporting facilities-based projects with the ability to carry and lift items such as, but not limited to, heavy boxes; monitors/screens; office furniture.
• Advanced Knowledge of various Operating systems (OS) such as Windows 10/11 and macOS as well as knowledge of various mobile devices, such as: iOS and Android platforms. Knowledge of networking fundamentals and solid experience with Microsoft infrastructure (Windows, Active Directory, Exchange, etc.) Solid experience with Microsoft Office 365.
• Knowledge and experience with ITSM systems such as Fresh Service or Salesforce. May produce complex documents, perform analysis, and maintain databases. Ability to learn quickly and retain knowledge of a wide variety of systems.
• Advanced technical computer skills as required for technical support specific to functional area and related systems.
• Superb Customer Service skills are a must!
  
  

Preferred Qualifications

• Knowledge of Lenovo, Apple, Cisco and Canon hardware is desirable.
  
  

Why you’ll love working here: Perks, Benefits, and more!

This is the most fun, high caliber place you’ll ever work. Ask any employee why they love EF (whether they’ve been here 10 minutes or 10 years) and they’ll probably tell you the same thing: it’s the people. When you work at EF, you join a purpose-driven, international and energetic community that thrives on continuous learning, fearless innovation and mutual support.

In Addition, You Can Expect

• Commitment to professional growth: robust monthly calendar of trainings and workshops
• Four weeks paid vacation your first year, ten paid holidays, and two floating holidays
• Exciting business travel opportunities
• 25% company match on your 401(k) contributions
• Market-leading medical, dental and vision coverage, along with options for life and disability insurance, legal and pet insurance
• Dependent care, healthcare and commuter Flex Spending Accounts (FSAs)
• Access to fertility care and family-building support
• Wellness benefits including a yearly fitness reimbursement
• Frequent social and learning events, including access to our employee-run resource groups
• Robust Employee Assistance Program
• Tenure-based sabbatical eligibility
• EF Product Discounts (discounts on travel, international language schools, Au Pair program and more)
• Discounts at local venues and businesses
• Amazing offices designed to match the caliber of the people who work there, plus the flexibility of working from home one day a week.
• The starting salary range for this role is $50,000-$55,000 annually based on experience. This is an overtime eligible position for any time worked over 40-hours weekly.
  
  

About EF Education First

Some companies are in the Business of Technology.

Others are in the Business of Finance….Sports…Or Soft Drinks.

At EF, we're in a different kind of Business.

One that's a little less tangible, and a lot more important.

Because our Business, what we make, makes everything else possible.

We're in the Business of Understanding.

Between people. Between cultures.

For over half a century we’ve been the leader in international educational programs and experiences designed to foster such understanding. Through Language, Cultural Exchange, Academic Studies, and Educational Travel, we create the kinds of immersive experiences that challenge biases, open minds, and pave the way for a more understanding world.

You’ll find our 115 offices located in some of the world’s greatest cities, and filled with smart, driven people who push each other to be better every day. And yes, we have technology, we have finance, we even have sports with our own professional cycling team. But it’s what we do with it – Building greater understanding, breaking down barriers, and creating a better world…that makes all the difference.