It Service Desk Analyst - Remote (Est Timezone)

"Two years have flown by since I started as an IT Support Analyst at Absorb Software. My role is challenging and rewarding, filled with strategic projects that stretch my technical skills and problem-solving abilities. There's a unique satisfaction in resolving issues for colleagues, making their workdays smoother.

The people at Absorb truly make it special. I get to work with a diverse, talented team and interact with individuals from various departments, all while under the guidance of a supportive manager. And did I mention our stylish office? If you're seeking a fulfilling role where you can grow professionally in a dynamic environment, Absorb is an excellent choice." – Jaclyn Boecx, IT Service Desk Technicia, Calgary, AB

About the role:

Do you like to wear multiple hats throughout the day? Is one hat that technical guru in you and the other providing next-level customer service? Absorb Software is looking for our next Service Desk Analyst. As a member of the IT team, you will be integral to the eco-system of success here at Absorb. You thrive on finding solutions and supporting users with all things tech. Does this sound like you? Keep scrolling down... it gets better!

Your main function will be to support the IT business needs of Absorb Software globally. You will be joining a talented team of IT professionals who seek to deliver excellence.

What you’ll do:

• React to, act on, and manage incoming requests and monitoring alarms, prioritizing according to business needs.
• Handle and track user account creations, changes, and terminations.
• Provide first-level support to the organization across Canada, US, Australia, UK, Ireland.
• Provide orientation, guidance, assistance, and support to users on the use of IT equipment, services, and software.
• Manage small to medium projects including upgrades, new services, service changes including end-user impacts.
• Maintain records and logs of issues, repairs, fixes, changes, and maintenance.
• Ensure compliance, privacy, and security of networking and computing systems.
• Administer the organization’s applications, services, and software.

What you’ll bring:

• 3+ years experience in a help desk support role.
• Excellent customer service skills and multi-tasker.
• Good understanding of Active Directory, Group Policy, DNS, DHCP.
• Experience with asset management.
• Proven ability to master and support various applications
• Experience with Microsoft products, O365, Intune.
• Proven ability to troubleshoot and resolve technical and procedural issues.

Additional preferred qualifications:

• A combination of technical background and client-facing sales support experience.
• SaaS, software sales, or sales support experience is an asset.

Technologies we use:

• AbsorbLMS, Salesforce, SharePoint, Confluence, Zoom

Are you ready to become an Absorber?

What we offer:

• Employee driven DE&I programs
• Comprehensive Health and Wellness Benefits including retirement savings programs, eligibility for two different bonus plans, generous time off, comprehensive medical and dental benefits based on your country of location
• New Hire Equipment Allowance and monthly Flex Allowance to support your success
• Fully remote-first work with flexible work arrangements
• Endless opportunity for career growth and internal mobility

Who are we?

Absorb Software is a remote-first company that provides online training solutions to leading organizations around the world. Absorb is a cloud-based learning management system (LMS) engineered to inspire learning and fuel business productivity. Our online learning platform combines forward-thinking technology built to scale as our customer’s organizations grow. We empower learners to enrich their lives, workplaces and communities.

Our values are simple:

• We achieve exceptional results by genuinely caring about each other and the work we do
• We’re united, and we grow through our commitment to elevating continual learning!

Absorb is proud to be an equal opportunity employer, we celebrate diversity and are committed to creating a safe and inclusive environment for all our people. All employment decisions are based on business needs, job requirements and individual qualifications. In the event a current Absorb employee would like to apply for this role they will inform their supervisor prior to submitting their application. Successful candidates for this position will be subject to pre-employment background screening, including a criminal record check and must be able to show proof of legal eligibility to work in the country they have applied to without sponsorship.

Should you require any accommodation during the recruitment process, please indicate this on your application and we will work with you to meet your accessibility needs. For any questions, please contact us at [email protected]