Senior Service Desk Analyst
The Senior Service Desk Analyst will perform daily troubleshooting, computer setups and a variety of technology-related tasks that come through the Ibotta Service Desk. We’re a MAC shop / Apple environment and the Senior Service Desk Analyst is responsible for providing proficient, professional, and skilled support to implement effective technology and information best practices using the tools in our environment. To ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving escalated end user help requests within established SLAs. Exhibits the standards of excellence and exercises strict confidentiality at all times.
Here’s what you’ll be doing:
• Evaluates documented resolutions and analyzes trends for ways to prevent future problems
• Regularly evaluate, department and company Service Level Agreements (SLAs) for the support of IT Services.
• Act as an escalation point for all requests and incidents
• Alerts management to emerging trends in incidents
• Assists in providing Level II Service Desk Support
• Acts as an escalation point for advanced or difficult help requests.
• Escalates problems (when required) to the Service Desk Manager
• Records, tracks and documents the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
• Accesses software updates, drivers, knowledge bases, and FAQ resources to aid in problem resolution.
• Performs post-resolution follow ups with Level I Technicians as required
• Develops help sheets and FAQ lists for end users • Assumes all other duties and responsibilities as necessary
• Production of reporting for audits
• Train new Service Desk team members
Here is what we are looking for:
• Bachelor’s degree in technology or related field preferred
• 3+ years’ experience in Information Technology required
• Strong communication skills and a demonstrated ability to effectively lead and - communicate with staff across all levels and departments, including non-technical staff
• Able to multi-task without sacrificing attention to detail or efficiency of work production
• Thorough knowledge and understanding of Mac applications
• A Certification in JAMF CCA / CCT is preferred
• Strong understanding and knowledge of trouble shooting hardware problems
Preferred Qualifications:
- Any of the following Apple certifications: Apple Certified Support Professional (ACSP) certification, Apple Certified Technical Coordinator (ACTC) certification, Apple Certified Macintosh Technician (ACMT) certification.
About Us:
Headquartered in Denver, CO, Ibotta (“I bought a...“) is transforming the shopping experience by making it easy for consumers to earn cash back on everyday purchases through a single smartphone app. The company partners with leading brands and retailers to offer rebates on groceries, electronics, clothing, gifts, home and office supplies, restaurant dining, and more. Ibotta is the premier destination for rewarded shopping on mobile, and has paid out more than $200 million in cash back to its users. Launched in 2012, Ibotta has nearly 22 million downloads, and is one of the five most frequently used shopping apps in the United States.
Additional Details:
- This position is located in Denver, CO and includes competitive pay, benefits package (including medical, dental, vision), 401k, commuter stipend, and equity.
- Ibotta provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, and genetics.
- Applicants must be currently authorized to work in the United States on a full-time basis.