A Service Desk Analyst provides end-user technology setup & technical support for IDI employees. The Service Desk Analyst employs technical proficiencies in end-user technologies while leveraging innovative continuous improvement solutions that will result in outstanding customer support/service.

The position will require working cross-functionally with all internal IDI departments (Sales & Marketing, Product Development, Customer Relations, Security & IT, HR, Finance and Senior Management team) and external vendors as necessary.


  • Ensures the end-to-end customer experience and provides a single point-of-contact for the end-user.
  • Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling end-users with a masterfully professional attitude.
  • Provide desk-side technology support for end users.
  • Provide remote technical support for out of office employees.
  • Setup, maintain, move and upgrade computers as necessary.
  • Key contact for end-user equipment ordering and related vendor management
  • Perform warranty replacements of end-user equipment
  • Maintain hardware and software asset management as related to end-users
  • Be the global administrator of O365 and manage user accounts
  • Work with the security team in relation to all end-user security needs
  • Produce service desk dashboards and other reporting upon request.
  • Keep an accurate track of time spent on service desk activities
  • Help to maintain accurate inventory tracking of end-user equipment.
  • Assist in the implementation of security & IT projects as it relates to service desk services
  • Perform required setup and configuration and maintenance of end-user equipment, cabling, printers, peripherals, phones, conference room equipment and other related equipment.
  • Be the key contact for all service-desk related service requests
  • Work with the security system vendor on required upgrades and changes to the security software
  • Uphold company policies and procedures.
  • Perform additional related responsibilities as requested.


Degree in Information systems or Certification in Microsoft technologies or 3-4 years of relevant work experience.


  • 3-4 years of experience in a Service Desk technician role
  • Strong knowledge of Microsoft end-user technologies particularly Office 365
  • Working knowledge of Microsoft Azure as related to O365 technologies
  • Expert and strong interest in computer hardware/peripheral installation/support.
  • Good troubleshooting skills.
  • Strong focus on customer service along with good interpersonal skills.
  • Ability to communicate technical information to nontechnical personnel.
  • Strong written skills.
  • Attention to detail with ability to meet deadlines.
  • Eager to learn and grow in a highly collaborative learning environment
  • Professional certifications a plus


Office environment. Must be able to unpack, move and install computer equipment.

Interested candidates submit a resume and salary requirements to: