Service Desk Analyst

About Ditto:

Ditto is on a mission to unleash the full power of edge devices by removing all the plumbing required to build amazing applications. Ditto is a globally remote team. Our core values are trust, communication, and continuous improvement. We celebrate diversity and strive to create a team that encompasses a wide range of backgrounds, skill sets, and perspectives.

About the position:

Serve as the first point of contact for IT support within the organization, handling Tier 1 and Tier 2 support requests related to software, hardware, and networking.

As a Service Desk Analyst, you will be responsible for:

• Incident Management: Respond to IT helpdesk tickets and messages, diagnosing issues through troubleshooting techniques and providing timely resolutions.
• System Maintenance: Perform regular system checks and updates to ensure technology infrastructure operates smoothly.
• User Management: Deliver and maintain compliance with all onboarding and offboarding policies and procedures. Assist in setting up, configuring, and supporting internal and external software applications. Manage user accounts and access controls as needed.
• Hardware Support: Oversee the installation, maintenance, and repair of IT hardware, such as computers and mobile devices.
• Documentation: Maintain detailed and accurate documentation of all IT fixes, updates, changes, and FAQ lists for end-user guidance.
• Training: Provide training and support to new and existing staff on using IT equipment and software.
• Project Assistance: Participate in IT projects, including software upgrades and the rollout of new hardware or services across the company.
• Vendor Coordination: Coordinate with external vendors to resolve technical issues with products or services.
• Security: Implement and monitor compliance with company IT security policies and procedures.

What you’ll need:

• Bachelor’s degree in Information Technology, Computer Science, or equivalent industry experience
• Proven experience in an IT support role, with hands-on experience providing Tier 1 and Tier 2 support.
• Strong understanding of computer systems, mobile devices,focusing on macOS,linux,iOS and android.
• Familiarity with Google Workspace, Google Admin Management, and Google Cloud Platform.
• Familiarity with remote desktop applications and help desk software (e.g., Jira Service Management)

Nice to haves:

• Certifications such as CompTIA A+ or any other relevant certifications.

Benefits we offer:

• Competitive salaries

• Stock options

• Medical, dental, vision, life, and disability coverage

• Flexible spending account (FSA)

• Flexible vacation policy

• 401(k) plan 

Come join our remote team and discover the possibilities of your best career!

Equal Opportunity Employer: Ditto is proud to be an equal-opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristics. Ditto is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let us know.

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