IT Systems Analyst

The IT System Analyst is Responsible for support of end users and workplace equipment in Edenred’s offices in Boston and Waltham, Massachusetts offices. The IT Systems Analyst plays a significant role in our IT infrastructure, functioning as the face of the department and the single point of contact for most IT interactions. In this role, the IT Systems Analyst will showcase their skills in customer service, service management, and vendor management, with empathy and communication skills being critical.

Essential Functions: Duties and Responsibilities

• Act as the information technology SPOC (single point of contact) for the United States.
• Operate according to the ITIL framework.
• Manage the majority of local incident and service request tickets.
• Function as a resource in local infrastructure projects.
• Responsible for the local workplace, including hot desks, computer peripherals, and conference rooms.
• Troubleshoot and resolve hardware and software issues in a timely and effective manner, escalating complex problems to the appropriate IT teams when necessary.
• Assist in the management and upkeep of the asset tracking system for all IT equipment, ensuring accurate records of hardware and software inventory.
• Participate in management of local technology vendors (ISP, mobile devices, printers, etc.)
• Manage local physical security, including card-based access control and security cameras.
• Provide support for first-party web applications.
• Offer both on-site and remote technical assistance to internal users, ensuring minimal disruption to their work.
• Perform other related duties as assigned.

Required Skills/Abilities:

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills with a focus on providing positive user experiences.
• Excellent organizational skills and attention to detail, particularly in asset management and documentation.
• Excellent time management skills with the ability to prioritize tasks and respond to support requests efficiently.
• Strong analytical and problem-solving skills to diagnose and resolve technical issues.
• Ability to work independently and as part of a team.
• Ability to function well in a fast-paced environment and maintain composure under pressure.
• Proficient with Windows operating systems, desktop hardware, and standard office productivity applications (e.g., Microsoft Office Suite).
• Basic understanding of network concepts and troubleshooting.

Education and Experience:

Required:

• Bachelor’s degree in Information Technology or a related field, or equivalent hands-on experience in a desktop support role.
• At least 2 years of experience providing direct end-user support in a desktop support environment.
• Working knowledge of the ITIL framework and IT service management best practices.
• Minimum of 2 years of experience supporting cloud technologies, including Microsoft 365 (SharePoint) and Microsoft Azure.
• Minimum of 2 years of experience managing and troubleshooting Windows 10 and Windows 11 environments.
• Minimum of 2 years of experience managing and supporting macOS systems.

Preferred:

• Experience working in multinational or large corporate environments is a plus.
• One or more IT-related technical certifications preferred, such as Microsoft Certified Desktop Support Technician (MCDST) or equivalent certifications.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at times
• Must possess the physical and mental abilities to perform the tasks normally associated with an office position that involves standing, sitting, reaching, manual dexterity to operate office machines, stooping, bending to handle files and supplies, and mobility to complete errands or deliveries
• May work at computer monitors for prolonged periods with danger of eye strain and muscle pain

Interview Process:

• Phone interview with talent acquisition team
• Second interview with IT Infrastructure Lead
• Final interview with stakeholder or peers

EEO Statement:

The employment policy of Edenred is to provide merit-based equal opportunity to all persons. No employee or applicant for employment will be discriminated against because of membership in any Federal, State or Local legally protected classes. Edenred is committed to providing reasonable accommodation to individuals with disabilities.