HelpDesk Analyst

SoftServe is a global digital solutions company with headquarters in Austin, Texas, founded in 1993. Our associates are currently working on 2,000+ projects with clients in the USA, Europe, and APAC region. We are about people who create bold things, who make a difference, who have fun, and who love their work. Our mission at SoftServe is to provide excellent service to our clients, and a core part of this service is effectively accepting, diagnosing, and resolving customer requests. This context supports a respected team contributing to a rapidly growing company. IF YOU ARE A technology professional with 5+ years of experience in a medium- to high-paced technical environment Comfortable working independently, managing priorities, and consistently delivering results on time Experienced in user account administration across platforms such as Google Workspace, Microsoft 365, and identity management systems Highly proficient in macOS supporting 90–99% of users and Windows, with the ability to troubleshoot performance and system issues Skilled in Azure (user access, MFA, Intune, log troubleshooting), Google Workspace administration, and basic Atlassian / Jira Service Management access management Capable of resolving issues thoroughly before escalating to higher support tiers Professional, calm, and customer-focused when supporting end users, including executive leadership, even under pressure Great at supporting offsite events, both locally and remotely Comfortable acting as a single on-site resource Fluent in English (Spanish is a plus) AND YOU WANT TO Participate in an on-call rotation (approximately once per month) as the program matures Join a remote-first, globally distributed team supporting users across LATAM, North America, the UK, and EMEA Provide high-quality end-user support using modern tools such as Atlassian Cloud, Microsoft 365, ConnectWise, Slack, Zoom, and Google Workspace Troubleshoot both technical and process-related issues, escalating appropriately when necessary Partner with the People team to support onboarding and offboarding of global employees, with a focus on LATAM and North America Collaborate with other IT and Technology teams to identify improvement opportunities and support implementation efforts Work in a mixed platform environment, supporting macOS, Windows, Android, and iOS devices Gain exposure to multiple departments across the organization while strengthening technical and interpersonal skills TOGETHER WE WILL Deliver excellent service by effectively managing Helpdesk requests and meeting all agreed targets and expectations Proactively assess performance, analyze trends and correlations, and report deviations or risks Continuously collaborate to improve processes, tools, and results, increasing value for the business Build strong, trust-based relationships with stakeholders, enabling deeper collaboration and identifying future opportunities SoftServe is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, age, sex, nationality, disability, sexual orientation, gender identity and expression, veteran status, and other protected characteristics under applicable law. Let’s put your talents and experience in motion with SoftServe. SOFTSERVE IS WHERE YOU ARE Enjoy our Flexible Workplace - work from home, or in any office of your country #J-18808-Ljbffr