Flexcar

Service Desk Analyst

Boston, MA
March 13, 2025
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Deadline date:

Job Description

Job Title: Service Desk Analyst 

Location: Boston, MA 

Job Type: Full-Time, Exempt  

Compensation: $53,000 – $63,500 + Bonus Opportunity 
 
 

Job Summary: 

We are seeking a highly skilled Service Desk Analyst to join in our Enterprise IT team at Flexcar. In this role, you will provide 1st and 2nd level support for both remote users and internal users, ensuring the effective and efficient use of Microsoft Exchange Online, Microsoft 365, Intune, Mobile Device Management (MDM) tools, and other enterprise applications. You will troubleshoot and resolve issues across different operating systems, including Windows, macOS, and iOS (iPhone/iPad), providing expert guidance, and assisting with IT-related projects. You will also support patch management and ensure systems are up to date with the latest security patches. For advanced issues, you will escalate cases to Cloud System Administrators (third level support). Occasional travel may be required for on-site support and troubleshooting. 
 

What You’ll Do:  

  • Technical Support & Troubleshooting (1st & 2nd Level): 

  • Provide 1st and 2nd level support for remote users and internal users on a variety of technical issues, ensuring quick resolution and minimal downtime. 

  • Support Microsoft 365 applications, including Exchange Online, Teams, Outlook, OneDrive, SharePoint, and other productivity tools. 

  • Provide 1st and 2nd level support for device management, using Microsoft Intune and other MDM tools for mobile device provisioning, security policies, and troubleshooting. 

  • Diagnose and resolve hardware, software, network, and system issues across Windows, macOS, and iOS (iPhone/iPad) platforms. 

  • Escalate complex technical issues that cannot be resolved at the 1st or 2nd level to Cloud System Administrators (3rd level support). 

  • Ensure all escalated tickets are well-documented with detailed information about the issue, steps taken, and potential solutions attempted. 

  • System Administration & Maintenance: 

  • Assist with the setup, maintenance, and troubleshooting of mobile devices (iPhones, iPads), laptops (Windows and macOS), ensuring secure access to corporate systems via Microsoft Intune and other MDM solutions. 

  • Manage patching and updates for all systems, including desktops, laptops, servers, and mobile devices, ensuring timely application of patches and security updates. 

  • Regularly monitor and report on system health, ensuring that all systems and applications are up-to-date and compliant with security protocols. 

  • Project Support: 

  • Support IT infrastructure projects related to Microsoft 365, Exchange Online, Intune, and patch management, including deployments, upgrades, and migrations. 

  • Participate in the implementation of innovative technologies and processes that improve IT operations and end-user experience. 

  • Travel to various company offices or locations as needed for on-site support, IT installations, or project assistance. 

What Drives Success for this Role:  

  • Education & Experience: 

  • Bachelor’s degree in information technology, Computer Science, or a related field, or equivalent work experience. 

  • Minimum of 2 years of experience in IT support, with at least 1-2 years in a service desk or help desk role. 

  • Experience providing 1st and 2nd level support for remote users and internal users, especially in environments using Microsoft 365 applications. 

  • Some experience with patch management tools and processes for software and security updates. 

  • Experience escalating complex issues to Cloud System Administrators (third level support). 

  • Technical Skills: 

  • Basic network knowledge, including understanding of networking protocols, IP addressing. 

  • Knowledge in managing Microsoft Intune for device management and security configuration. 

  • Proficient in diagnosing and resolving hardware, software, and networking issues across Windows, macOS, and iOS platforms. 

  • Strong troubleshooting skills in a Windows, macOS, and iPhone/iPad environment. 

  • Familiarity with patch management tools (e.g., WSUS, SCCM, or other third-party patching solutions). 

  • Experience with ITSM tools such as Zendesk. 

    Soft Skills: 

  • Excellent communication and customer service skills. 

  • Ability to work independently and manage multiple priorities. 

  • Strong analytical and problem-solving abilities. 

  • Team-oriented with a collaborative attitude. 

  • Other Requirements: 

  • Ability to travel occasionally to company locations for on-site support, installations, or troubleshooting as needed. 

  • Ability to lift up to 50lbs for hardware setup, troubleshooting, and installations. 

  • Flexible and adaptable in a rapidly changing environment. 

  • Driver’s License  
     

Preferred Qualifications: 

  • A+ Certification (CompTIA A+ Certified IT Technician). 

  • Network+ Certification (CompTIA Network+). 

  • Some experience with scripting or automation (PowerShell, etc.) is a plus. 

  • Experience with cloud technologies, particularly Microsoft 365. 

What Tops Off the Tank:  

  • Rest & Relax! Unlimited paid time off (we encourage a minimum of 10 days annually) plus twelve corporate company holidays  

  • Flexcar x ClassPass! Company sponsored fitness and wellness program  

  • Save for Your Future! 401(k) with company match from day one of hire  

  • Expand The Family! Up to twelve weeks of paid family leave 

  • Drive a Flexcar! Discounted employee rate on Flexcar products 

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