IT Service Desk Analyst II

About Us:

Sojern is the leading AI-powered marketing platform built for hospitality, designed to boost growth and profitability for the travel industry. The Sojern marketing platform is a set of easy-to-use software and services that delivers unrivaled traveler insight, intelligent audiences, multichannel activation and optimization, and a connected guest experience—all in one place. More than 10,000 travel marketers rely on our platform annually to find, attract, convert and engage travelers. Sojern, founded in 2007 and acquired by RateGain in 2025, is headquartered in San Francisco, California with teams in the Americas, Europe, Middle East and Africa, and Asia Pacific.

The Role:

As an IT Service Desk Analyst, you will provide technical IT support to a global, mid-sized user base across Sojern and RateGain. Your core vertical spans Apple/Mac, Jamf, Microsoft 365, Google Workspace, and endpoint security technologies. You will serve as a key point of contact for end-user support, device management, and IT operations, playing an essential role in ensuring our people stay productive, secure, and well-supported. This position works a revolving schedule, primarily 10:00 AM – 7:00 PM CST, Monday–Friday, or similar.

Key Responsibilities:

Service Desk & End-User Support

• Deliver day-to-day IT service desk support for US-based and remote users across Sojern and RateGain globally.
• Provide technical support for Apple MacBooks, iOS devices, Windows 11 devices, printers, video conferencing equipment, and network hardware (Meraki).
• Troubleshoot and resolve software and hardware issues across macOS, iOS, and Windows platforms.
• Triage, prioritize, and manage daily ticket intake and project-related tasks in a timely manner.
• Extend responsive, white-glove support for VIPs and key stakeholders.
• Provide occasional support outside of normal business hours as needed.

Device & Asset Management

• Maintain, install, upgrade, configure, and administer Apple MacBook laptops and Windows 11 devices.
• Manage endpoint security tools – including deployment, monitoring, and compliance across the device fleet.
• Manage Jamf-based MDM for Apple device enrollment, configuration profiles, and policy enforcement.
• Maintain accurate inventory and asset tracking for all company computer equipment.
• Support computer setup, shipping/receiving, and equipment stocking at the Omaha office.
• Coordinate global procurement of employee equipment and hardware/software planning.

Systems Administration & SaaS

• Administer and support Google Workspace (Gmail, Drive, Meet, Admin Console) for the organization.
• Support Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) administration and end-user needs.
• Administer and troubleshoot Slack, Salesforce, and other key business SaaS platforms.
• Manage cloud-based services and assist with systems integrations as required.
• Adhere to and execute the IT Strategic Plan and Security Policies.

Onboarding & Training

• Coordinate technical provisioning and onboarding of new employees globally.
• Serve as a technology liaison for staff, providing training and 1-on-1 follow-up support as needed.
• Work with functional team leaders to ensure IT operations are continuous, secure, and well-utilized.
• Liaise with third-party vendors for procurement, support, and escalations.

What you bring to the table:

Technical Skills

• Proficiency in Google Workspace administration (Admin Console, Gmail, Drive, Meet, Calendar).
• Working knowledge of Microsoft 365 (Exchange Online, Teams, SharePoint, Intune, Azure AD).
• Hands-on experience with Apple macOS and iOS support; Apple Genius Bar or ACSP certification is a plus.
• Experience with Jamf Pro or equivalent MDM solution for Apple fleet management.
• Solid understanding of endpoint security – including EDR/XDR tools, antivirus, device compliance, and security policy enforcement (e.g., CrowdStrike, SentinelOne, or equivalent).
• Familiarity with AI-powered productivity tools and IT automation (e.g., Microsoft Copilot, Google Gemini, AI-assisted ticketing/ITSM platforms); ability to evaluate and adopt emerging AI capabilities to improve IT workflows.
• Experience monitoring and troubleshooting printers, video conferencing systems, and network equipment (Cisco Meraki preferred).
• Working knowledge of Slack, Salesforce, and cloud-based SaaS administration.
• Proficiency supporting Windows 11 OS (approximately 2% of environment).
• Experience with hardware and software procurement planning and vendor management.
• Ability to maintain compute asset inventory and proper asset tracking practices.

Professional Skills & Attributes

• Excellent customer service, interpersonal skills, telephone etiquette, and problem-solving abilities.
• Excellent oral and written communication skills
• Strong analytical, time management, and self-motivated capabilities.
• Ability to manage multiple complex projects and tasks simultaneously.
• Flexible mindset with genuine enthusiasm for working in a fast-changing, dynamic environment.
• Ability to provide timely, high-quality support for VIPs and key stakeholders.

Education & Experience

• Associate’s degree in Information Technology Management or equivalent; applicable technical certifications accepted in lieu (e.g., CompTIA A , Apple ACSP, ITIL Foundation).
• Minimum 2-4 years of Service Desk or IT Technician experience, including VIP support.
• Minimum 2-4 years of professional Apple Mac desktop/laptop support.
• Must be familiar with multiple makes/models of desktops and laptops with strong troubleshooting skills across Mac and PC platforms.
• Experience supporting a geographically distributed, remote-first or hybrid workforce.
• Experience with endpoint security tools and security policy compliance is strongly preferred.

Perks:

• Opportunities: Be part of a growing team with training and support to help you grow.
• Ownership: Lead creative and challenging projects.
• Give Back: We give 20 hours a year to volunteer and organize office volunteer programs with local organizations.
• Culture: Strong core business values, focus on teamwork, vibrant, social and fun environment.
• Competitive Localized Benefits.
• Time Off: Flexible vacation days.

Equal Opportunity

EmployerWe are proud to be an equal opportunity employer and are committed to providing a diverse and inclusive workplace. We welcome and encourage applications from all qualified individuals, regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.