IT Help Desk Analyst

<p>Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.</p> <p>The IT Help Desk Analyst serves as a primary point of contact for end-users seeking technical assistance across software, applications, and hardware. In addition to day-to-day incident and request management, the role encompasses IT asset lifecycle support, meeting room technology maintenance, and end-to-end AV/IT setup for company events. The P2 level is expected to work with greater autonomy than an entry-level analyst, take ownership of moderately complex issues, and contribute to knowledge-base development and process improvement. Strong verbal and written communication skills, with Hluency in English, are essential for this role.</p> <p><strong><br>A day in the life (Responsibilities):</strong></p> <p><strong>Help Desk Operations</strong></p> <ul> <li>Receive, log, triage, and resolve incidents and service requests submitted via Slack, Email, and ServiceNow.</li> <li>Provide Level 1 and Level 2 support for operating systems (macOS Tahoe, Windows 11, Linux), productivity suites (Microsoft 365, Google Workspace), collaboration tools (Teams, Zoom, Slack), and business applications.</li> <li>Diagnose and resolve hardware faults on desktops, laptops, monitors, printers, and peripherals.</li> <li>Manage and update tickets throughout their lifecycle in ServiceNow, ensuring accurate documentation of troubleshooting steps, resolution notes, and time tracking.</li> <li>Escalate complex or unresolved issues to Level 3 support or specialist teams with full documentation.</li> <li>Meet or exceed defined SLA targets for response and resolution times.</li> </ul> <p><strong>IT Asset Management</strong></p> <ul> <li>Manage the full lifecycle of IT assets including procurement intake, configuration, deployment, tracking, and retirement.</li> <li>Maintain accurate records in the IT Asset Management (ITAM) system for laptops, monitors, accessories, and peripherals.</li> <li>Conduct periodic asset audits to verify inventory accuracy and flag discrepancies.</li> <li>Prepare and configure new-hire equipment (laptop imaging, software provisioning, account setup) across macOS, Windows, and Linux environments.</li> <li>Coordinate timely collection and secure disposal or reallocation of assets from departing employees.</li> <li>Manage stock levels for consumables and accessories (cables, docking stations, keyboard/mouse sets) and raise replenishment requests as needed.</li> </ul> <p><strong>Meeting Room Technology</strong></p> <ul> <li>Maintain and support AV and IT equipment in all meeting and collaboration rooms (display screens, video conferencing systems, room booking panels, speakerphones, HDMI/USB-C connections).</li> <li>Conduct routine checks to ensure all meeting rooms are fully operational at the start of each business day.</li> <li>Troubleshoot and resolve meeting room technology issues promptly to minimise disruption to scheduled meetings.</li> <li>Coordinate with facilities and vendors for hardware repairs, warranty replacements, or upgrades.</li> <li>Create and maintain user guides for meeting room equipment.</li> </ul> <p><strong>Event & Town Hall IT Support</strong></p> <ul> <li>Partner with the events team and internal stakeholders to plan and deliver IT and AV support for company events including Town Halls, All-Hands meetings, off-sites, and external events.</li> <li>Set up, test, and operate AV equipment including projectors, large-format displays, microphones, live-streaming platforms, and hybrid conferencing tools.</li> <li>Serve as on-site IT support during events, ensuring real-time issue resolution with minimal disruption.</li> <li>Conduct pre-event technical rehearsals and post-event teardown.</li> <li>Document event setup configurations for repeatability and future reference.</li> </ul> <p><strong>Knowledge Management & Continuous Improvement</strong></p> <ul> <li>Contribute to and maintain the IT knowledge base with accurate how-to guides, FAQs, and troubleshooting articles.</li> <li>Identify recurring issues and propose root-cause fixes or user-education initiatives.</li> <li>Support onboarding sessions to help new employees get comfortable with IT tools and processes.</li> <li>Participate in team meetings, retrospectives, and process improvement initiatives.</li> </ul> <p><strong> </strong></p> <p><strong>What you'll need to thrive (Requirements)<br><br></strong></p> <table> <tbody> <tr> <td> <p><strong>Education</strong></p> </td> <td> <p>Bachelor's degree in Information Technology, Computer Science, or a related field; or equivalent practical experience</p> </td> </tr> <tr> <td> <p><strong>Experience</strong></p> </td> <td> <p>2–4 years in an IT support or service desk role</p> </td> </tr> <tr> <td> <p><strong>OS Proficiency</strong></p> </td> <td> <p>macOS Tahoe, Windows 11, and Linux — administration and troubleshooting across all three platforms</p> </td> </tr> <tr> <td> <p><strong>Applications</strong></p> </td> <td> <p>Google Workspace, Microsoft 365, Active Directory / Azure AD, endpoint management tools (Intune, JAMF, or equivalent)</p> </td> </tr> <tr> <td> <p><strong>Hardware</strong></p> </td> <td> <p>Hands-on experience with laptop/desktop builds, peripherals, and AV equipment</p> </td> </tr> <tr> <td> <p><strong>ITSM Tools</strong></p> </td> <td> <p>Proficiency in ServiceNow (incident, request, and asset management) and Jira (task and project tracking) — both are essential</p> </td> </tr> <tr> <td> <p><strong>Certifications</strong></p> </td> <td> <p>CompTIA A+ or equivalent (preferred); ITIL Foundation v4 (preferred)</p> </td> </tr> </tbody> </table> <p><strong>Technical</strong></p> <ul> <li>Strong hardware and software troubleshooting methodology across macOS Tahoe, Windows 11, and Linux.</li> <li>Proficient in ServiceNow for end-to-end ticket lifecycle management.</li> <li>Working knowledge of Jira for task tracking and cross-team coordination.</li> <li>Working knowledge of networking fundamentals (DNS, DHCP, VPN, Wi-Fi).</li> <li>Familiarity with AV systems and video conferencing platforms (Zoom Rooms, Microsoft Teams Rooms, Google Meet).</li> <li>Basic understanding of asset management principles and ITAM tools.</li> </ul> <p><strong>Interpersonal & Professional</strong></p> <ul> <li>Clear and empathetic communication with both technical and non-technical stakeholders.</li> <li>Ability to manage multiple concurrent tasks and prioritise effectively under pressure.</li> <li>Customer-first mindset with a high stan