Service Desk Analyst

WHO WE ARE:

Beyondsoft is a leading mid-sized business IT and consulting company that combines modern technologies and proven methodologies to tailor solutions that move your business forward.

Our global head office is based in Singapore, and our team is made up of a diversely talented team of experts who thrive on innovation and pushing the bounds of technology to solve our customers’ most pressing challenges.

When it comes time to deliver, we set our sights on that sweet spot where brilliance, emerging technologies, best practices, and accountability converge. We have a global presence spanning four continents (North America, South America, Europe, and Asia). Our global network of talent and customer-centric engagement model enables us to provide top-quality services on an unprecedented scale.

WHAT WE’RE ABOUT:

We believe that collaboration, transparency, and accountability are the values that guide our business, our delivery, and our brand. Everyone has something to bring to the table, and we believe in working together with our peers and clients to leverage the best of one another in everything we do. When we proactively collaborate, business decisions become easier, innovation is greater, and outcomes are better.

Our ability to achieve our mission and live out our values depends upon a diverse, equitable, and inclusive culture. So, we strive to foster a workplace where people have the respect, support, and voice they deserve, where innovative ideas flourish, and where people can unleash their brilliance. For more information regarding DEI at Beyondsoft, please go to .

ADDITIONAL REQUIREMENT FOR REMOTE POSITIONS:

For remote positions, all candidates must complete a video screen with our corporate recruiting team.

HERE'S WHAT YOU'LL DO:

• Provide exceptional customer service to remote users over the phone using remote desktop tools to resolve incidents immediately and expedite fulfilment of requests.
• Provide remote support over the phone using remote desktop tools.
• Assist employees with installation, configuration, and troubleshooting of computer hardware – laptops, desktops, peripherals, printers, mobile devices.
• Ability to triage tickets and troubleshoot independently.
• Install and support desktop software for corporate laptops.
• Assist with the onboarding and offboarding process. Provision/deprovision user accounts and application access. Create and maintain laptop images.
• Document and resolve all tickets in a timely manner, adhering to established SLAs.
• Interact with vendor support to resolve technical problems with hardware and/or software.
• Create and maintain internal IT knowledge base articles to document procedures.
• Create end user documentation (“How To”, “FAQ”).

REQUIREMENTS:

• Experience with Azure Active Directory, Exchange, SharePoint, Teams, and basic network troubleshooting.
• Experience in Endpoint management (Intune).
• Excellent customer service, attention to detail, communication and documentation skills.
• Must be a team player and willing to work “outside the box” to get things done as needed and within the company policies.
• Experience working in a Service Desk and helpdesk environment.
• Experience configuring and troubleshooting Windows & MAC laptops.
• Experience troubleshooting the MAC user’s issues with existing tools sets.
• Experience in building the MAC book using the Intune endpoint management tool.
• Experience in creating Knowledge documents.
• Be highly motivated, able to work with minimal supervision, and adapt to changes as needed.

WORK HOURS: The standard shift is 8:00 AM – 5:00 PM (with a 1-hour break). However, the role also requires flexibility to work the afternoon shift (1:00 PM – 10:00 PM with a 1-hour break) for up to two weeks each month, depending on team needs.
LOCATION: This is a full-time on-site role based in Schaumburg, Illinois. We are seeking candidates who are comfortable with a long-term daily commute to this location.

WHAT WE HAVE TO OFFER:

Because we know how important our people are to the success of our clients, it’s a priority to make sure we stay committed to our employees and making Beyondsoft a great place to work. We take pride in offering competitive compensation and benefits along with a company culture that embodies continuous learning, growth, and training with a dedicated focus on employee satisfaction and work/life balance.

• A competitive pay range of $25 - $28/hr (depending on experience).
• 10 days per year of Paid Time Off (PTO).
• 8 paid holidays + 1 personal floating holiday
• 401(k) retirement plan with company match.
• Eligible employees (and their families) are offered the following company-sponsored benefits: Medical, dental, and vision insurance, health savings account (HSA), short-term and long-term disability, employee assistance plan (EAP), and basic life and AD&D insurance.
• Eligible employees (and their families) are offered the following voluntary employee-funded benefits: Health care flexible spending account, dependent care flexible spending account, commuter benefits, voluntary accident & critical injury coverage, voluntary long-term care coverage, and voluntary life and AD&D insurance.

Beyondsoft provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type with regards to race, color, religion, age, sex, national origin, disability status, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, and the full employee lifecycle up through and including termination.