Senior Service Desk Analyst

Smartsheet is seeking to hire a Senior Service Desk Analyst to an already established Corporate IT team, providing the highest quality support to both our onsite and remote employees in a professional environment. We’re looking for a talented, self-motivated, and service-oriented individual with high integrity who can make an immediate, positive impact.  The Service Desk Analyst will also work in collaborating, participating in the design and implementation of new services and programs.

In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to deliver their very best work. Today, we deliver a leading cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better business outcomes.

This position reports to our Service Desk Manager located in Washington State, USA.  This role is eligible to work remotely from any location in Costa Rica.

You Will: 

• Act as the primary point of contact supporting internal users with IT issues
• Provide tier 1 support to identify, investigate and resolve technical problems for the entire company
• Provide diagnosis in basic error situations to determine point of failure; work closely with associates to provide solutions or options for repair.
• Act as a point of escalation for the tier 1 team and also have the ability to escalate to higher level technical teams as appropriate
• Monitor internal help desk system for the delegation, assignment and/or completion of incident tickets
• Support the addition, deletion, and modification of accounts & security privileges in an Active Directory/LDAP environment
• Provide network & application monitoring and support 
• Collaborate with colleagues to improve processes and procedures   
• Assist with end users moves, adds, & changes within software based systems
• Support applications, printers, storage and networking infrastructure (wired and wireless)

You Have:

• 4+ years experience in a IT  help desk environment with direct contact with customers and internal  end-users
• Desire to interact and provide excellent customer service with end users or clients on the phone or in person in a courteous, professional manner
• Knowledge of Windows and/or Mac OSX clients and servers as used in a corporate or small business setting
• Ability to work in a fast paced environment with high ticket counts
• Basic understanding of Active Directory and experience with user management
• Strong problem-solving skills and attention to detail with experience in troubleshooting IT issues
• Experience in administration (moves, adds, changes) of various server based applications (G Suite\Exchange, various source control systems, CRM systems, Content Management Systems, AV Solutions, OKTA, Mimecast)
• Comprehensive knowledge of IT standard concepts, practices, and procedures
• Demonstrated ability to manage work schedules, project and task priorities
• Microsoft, Cisco, A+/Net+ certifications are a plus but not required
• Flexible schedule as this job may require extended support hours, occasional night, weekend and some on-call work

Perks & Benefits:

• Fully paid Health & Life insurance for full-time employees and family members
• Equity - Restricted Stock Units (RSUs) for eligible roles
• Monthly stipend to support your work and productivity
• Asociacion Solidarista with employee and employer contributions as well as potential alliances with entities such as universities, gyms, etc.
• 12 days paid Vacation + Flexible Time Away Program
• 20 weeks fully paid Maternity Leave
• 12 weeks fully paid Paternity/Adoption Leave
• Personal paid Volunteer Day to support our community
• Opportunities for professional growth and development including access to LinkedIn Learning online courses
• Company Funded Perks including a counseling membership and your own personal Smartsheet account
• Teleworking options from any registered location in Costa Rica (role specific)

Get to Know Us:

At Smartsheet, we’ve created a place where everyone is welcome — people from all over the world, all backgrounds, all ages, all colors, and all beliefs working side by side. Here, everyone can make a difference and empower others to do the same. You’re encouraged to apply even if your experience doesn’t precisely match our job description—if your career path has been nontraditional, that will set you apart. At Smartsheet, we empower everyone, everywhere to change the way the world works—join us!

Equal Opportunity Employer:

Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, Australia, Japan, Costa Rica, and Germany. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

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