Service Desk Analyst II
3 days ago
Job Description Job Requirements Job Requirements Phenom Intro Our purpose is to help a billion people find the right work Phenom is an AI-Powered talent experience platform that is redefining the HR tech space. We have grown into a global organization with offices in 6 countries and over 1,500 employees. As an HR tech unicorn organization, innovation and creativity is within our DNA. Come help us make every talent moment Phenomenal Position Overview The Service Desk Analyst Level 2 is responsible for providing advanced technical support across multiple platforms, acting as an escalation point for Level 1 analysts, and ensuring timely resolution of incidents and service requests. The role requires strong troubleshooting skills, knowledge of cross-platform operating systems (Windows, macOS, Ubuntu/Linux), and hands-on experience with Google Workspace (G Suite) and OneLogin administration. What You'll Do Act as the escalation point for Level 1 Service Desk Analysts. Provide advanced support for Windows, macOS, and Ubuntu/Linux systems. Administer and support Google Workspace (G Suite) including email, groups, calendars, shared drives, and security configurations. Manage OneLogin for identity and access management (user provisioning, de- provisioning, SSO setup, MFA support). Troubleshoot and resolve incidents related to hardware, software, networking, and SaaS applications. Support end-user onboarding/offboarding (device setup, G Suite and OneLogin access, license management). Document technical solutions and contribute to knowledge base articles. Ensure SLA adherence by prioritizing and following up on tickets. Collaborate with other IT teams for escalated or cross-functional issues. Participate in problem management to address recurring issues. Ensure compliance with IT security, data protection, and organizational policies. What You've Done Required Skills & Competencies Strong working knowledge of Windows, macOS, and Ubuntu/Linux. Hands-on administration experience with Google Workspace (G Suite). Experience with OneLogin or similar Identity and Access Management (IAM) tools. Familiarity with SaaS application troubleshooting (Slack, Zoom, Jira, etc.). Good understanding of networking fundamentals (VPN, DNS, DHCP, Wi-Fi). Strong troubleshooting, analytical, and problem-solving skills. Excellent written and verbal communication skills. Customer-focused with the ability to handle escalations professionally. Education & Experience Bachelor's degree in Computer Science, Information Technology, or equivalent practical experience. 24 years of IT Service Desk/Helpdesk support experience, with at least 1 year at Level 2 support. Experience supporting cross-platform OS environments. Certifications in ITIL, Google Workspace, CompTIA, or IAM (OneLogin/Okta) are a plus Benefits We want you to be your best self and to pursue your passions Health and wellness benefits/programs to support holistic employee health Flexible hours and working schedules, as well as parental leave for new parents Growing organization with career pathing and development opportunities Tons of perks and extras in every location for all Phenoms Diversity, Equity, & Inclusion Our commitment to diversity runs deep Diversity is essential to building phenomenal teams, products, and customer experiences. Phenom is proud to be an equal opportunity employer taking collective action to build a more inclusive environment where every candidate and employee feels welcomed. We recognize there is more to be done.
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