Description
Every day, we work together for what matters – bold, swift, and equitable climate action.
ABOUT THE ROLE
At 3Degrees, our Service Desk team is the backbone of our technical operations, and we are committed to providing our geographically dispersed workforce with the technology tools and essential day-to-day support they need to succeed. The Service Desk team is critical in ensuring that our desktop and office systems run seamlessly, empowering our teams to work efficiently and effectively from anywhere. The Service Desk Analyst serves a crucial function in supporting our staff's technical needs while contributing to impactful IT projects that drive the success of our organization. Due to the high volume of support tickets, we seek a proactive and self-starter Service Desk Analyst to join our team. In this fast-paced environment, you will provide essential technical support to our staff, enabling them to learn and utilize our technology applications effectively.
This is a full-time, exempt role reporting to our Senior Manager of Systems and IT. It is open to candidates ideally based in the Eastern time zone of the US, but exceptional candidates based in the Central time zone may be considered.
In addition, you agree to travel periodically to 3Degree's offices for training or team collaboration and to conferences as required. Frequency and cadence are dependent, but on average, they are 1-6 times annually. Remote workers agree that their home office provides a comfortable and productive environment that enables success as a “remote” employee. Please Note: 3Degrees does not provide sponsorship and/or relocation assistance; therefore, pre-existing right-to-work status is a prerequisite to be considered for this position.
WHAT YOU’LL DO
Level 1 Service Desk and Cloud Support
- In collaboration with the People Operations team, ensure a smooth transition for new and departing employees, including configuring new computers, creating/removing accounts, and ensuring system installations, patch management, and security compliance are completed efficiently.
- Monitor and resolve desktop support tickets for 3Degrees staff, including troubleshooting technical issues related to printers, network, WiFi, Windows, and Mac laptops.
- Administered and supported online systems like Google Workspace, phone, video, chat, intranet, and other cloud services.
- Document procedures and create how-to guides as needed
- Provide support during after-hours maintenance and respond to occasional off-hours service desk requests
- Participate in IT projects as assigned
Cybersecurity Support
- Collaborate with the cybersecurity team to conduct regular security audits and vulnerability assessments, providing reports and recommendations for strengthening the organization’s security posture.
- Assist in incident response by identifying, analyzing, and mitigating security threats in real-time, ensuring minimal disruption to operations.
- Support the development and delivery of training sessions for employees on security best practices, focusing on phishing prevention, password management, and compliance with GDPR.
Microsoft Azure Infrastructure Administration
- Monitor and optimize Azure resources, ensuring efficient utilization and cost-effectiveness across the organization’s infrastructure.
- Implement and manage automated deployment processes within Azure to streamline operations and reduce manual intervention.
- Collaborate with cross-functional teams to integrate Azure services with other cloud and on-premise systems, ensuring seamless interoperability and support for business-critical applications.
ABOUT YOU
You bring excellent time management, communication, and documentation skills, along with documentation skills, along with experience in providing comprehensive IT support, including desktop support, cybersecurity, and Azure infrastructure management, ensuring efficient operations and security compliance. In addition, we believe that an individual with the following experience will have the best opportunity for success in this role:
- 1-2 years of service desk or desktop support experience
- Proficient in Windows and MacOS support
- Familiarity with service desk ticketing systems (bonus for Jira experience)
- Knowledge of Microsoft Active Directory and Azure/Office 365 administration
- Experience troubleshooting network and connectivity issues and providing remote support to geographically dispersed teams using communication and desktop management tools
- Remote user support via phone and remote desktop tools
- Google Workspace administration
- Database server management
- Software/VOIP telephone systems, including Google Voice
- Video conferencing support (Zoom and Teams)
- Slack support and clear understanding of data security and GDPR compliance
- Flexibility to work occasional nights and weekends
- Ability to work independently with minimal supervision
HOW WE DEFINE SUCCESS
Within 30 days
- Fully onboard to all administrative systems and tools used by the service desk
- Demonstrate a clear understanding of 3Degrees' IT policies, procedures, and best practices
- Establish regular communication with the Service Desk Lead and actively participate in day-to-day operations
- Successfully resolve 50% of assigned service desk tickets with little or no guidance
Within 90 days
- You are building strong relationships with our Global Workforce while establishing yourself as a trusted and knowledgeable technical resource. Become recognized as a subject matter expert in your field, consistently providing exceptional support that reflects our commitment to their success
- Show proficiency in navigating the ticketing system, managing 75% of their time working tickets per week while maintaining quality and accuracy
- Independently handle standard service desk tasks and contribute to resolving more complex issues with minimal supervision
Within 6 months
- Lead IT onboarding processes for new employees as assigned, ensuring they are fully set up within the same business day
- Collaborate effectively with the security department, taking ownership of at least 2-3 security-related tasks or projects
- Exhibit complete understanding and efficient use of the ticketing system, consistently meeting or exceeding response and resolution time targets set by the Service Desk Lead
- Begin identifying areas for improvement in Service Desk processes and propose actionable solutions
Within 1 year
- Serve as a key contributor to the IT team, taking on a mentorship role for new service desk staff or interns
- Lead a small-scale IT project or initiative that improves service desk efficiency or user satisfaction
- Maintain a 90 % ticket resolution rate that meets or exceeds established SLA’s, with a positive 95%+ survey satisfaction rating from users
- Stay current with industry trends and suggest at least two new tools or practices that could enhance the IT support process at 3Degrees
**COMPENSATION & BENEFITS
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The following compensation and benefits information is based on 3Degrees’ good faith estimate as of the date of publication and may be modified in the future:
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Compensation: The starting base salary for this position is $73,000-$93,000 in the US. Total compensation for a successful candidate will substantially exceed the base pay as it includes significant incentive compensation. Base pay is dependent upon many factors such as location, transferable or job-related skills, work experience, relevant training, business needs, and market demands. The base salary range is subject to change and may be modified in the future
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Benefits: This position is eligible for a benefits package that includes medical, dental, vision, 401k, flexible paid time off, and more. Additional information regarding the benefits available for this position can be found here
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Supplemental Pay: This position may be eligible to participate in discretionary bonus programs based on personal, department and company goals
_(This compensation and benefits information is based on 3Degree's good faith estimate as of the date of publication and may be modified in the future)
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OUR COMMITMENT TO DIVERSITY, INCLUSION AND EQUITY
3Degrees is an equal opportunity employer. We are committed to creating an inclusive environment where different perspectives contribute to better solutions. 3Degrees welcomes people regardless of race, color, religion, national origin, gender, gender identity or gender expression, age, sex, pregnancy, marital status, ancestry, disability, military or veteran status, sexual orientation, genetic information, or any other category protected by law.
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