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Service Desk Specialist

Boston, MA

Come join a company who is a key leader in the industry scaling the next core commerce infrastructure and on the path from $100M to $500M! Founded in 2012, Salsify helps brand manufacturers, distributors, and retailers in over 80 countries collaborate to win on the digital shelf. As the market leader globally, our products are shopper-centric, frictionless, and create memorable commerce experiences. Our products provide a competitive edge through experiences that improve brand trust, amplify product differentiation and assortments, increase conversion rate, improve profit margins, and speed time to market.

Learn how the world’s largest brands, including Mars, L'Oreal, Coca-Cola, Bosch, and GSK, as well as retailers and distributors such as E.Leclerc, Carrefour, Metro, and Intermarché use Salsify everyday to stand out on the digital shelf.

At Salsify, we strive to embody an equitable, diverse, and inclusive company culture. We are united across countries, levels, tenures, and a host of other dimensions of diversity. We understand that while work is just one aspect of who we are, a truly inclusive culture accounts for the full authenticity of every single human being that works here. 

About the Opportunity

Salsify is seeking a Service Desk Specialist to work in our Boston office. The successful candidate will demonstrate strong learning agility and a desire to grow in a customer-centric environment. This person should be a self-starter, possess the ability to work with varying levels of seniority in the IT organization, and have a strong bias toward continuous improvement. Salsify uses best-in-class equipment and software. As the company continues to grow rapidly, this person will play a key role in helping us scale effectively.

Salsify loves a good success story and it would be our privilege to help write yours! We recognize that talent and potential come in all forms and our mission is empowerment. Our hiring process involves recognizing all facets of motivation, drive, success, and passion. If you have an interest in this role or any other, please do not hesitate to apply.

How You'll Make an Impact:

  • Lead the resolution of complex technical issues and escalations from end-users, encompassing advanced troubleshooting of computer systems, network connectivity, enterprise applications, and hardware.
  • Act as a primary point of contact for advanced user inquiries, providing clear, concise, and professional guidance while documenting solutions for the knowledge base. Mentor junior service desk staff on best practices for user interaction and problem resolution.
  • Collaborate extensively with cross-functional IT teams (e.g., Network, Security, Systems Administration) on significant IT projects, including large-scale hardware/software deployments, network infrastructure upgrades, and system migrations, ensuring minimal disruption to business operations.
  • Install or replace computer peripherals for users
  • Diagnose and resolve advanced network issues, including complex wireless connectivity problems and print server configurations, identifying root causes and implementing preventative measures.
  • Take ownership of assigned IT projects from inception to completion, managing scope, timelines, and communication with stakeholders, while actively contributing to project planning and execution.
  • Develop and maintain comprehensive documentation for IT processes, procedures, and troubleshooting guides, contributing significantly to the IT knowledge base to empower both end-users and the service desk team
  • Provide support with in-office meetings and events

You'll Enjoy This Role If You Have:

  • Demonstrated ability to manage multiple priorities and complex tasks effectively
  • Exceptional organizational and time-management skills, with a proven ability to independently prioritize and manage a high volume of complex technical requests and projects.
  • Strong aptitude for quickly mastering new and emerging technologies, with a continuous learning mindset to stay current with industry trends and best practices.
  • 2-3+ years of hands-on experience supporting a predominantly Mac environment, including advanced macOS troubleshooting and management tools.
  • Proficient experience supporting Windows operating systems (Windows 10/11) and related hardware, including advanced troubleshooting and deployment methods.
  • In-depth knowledge and hands-on experience with OS imaging, deployment, configuration management (e.g., Jamf Pro for Mac, Jumpcloud for Windows), and robust patching strategies across mixed environments.
  • Demonstrated proficiency and administrative experience with a significant number of the following enterprise applications and systems: Google Workspace Administration, JAMF Pro, Atlassian Jira Service Management/Jira Software/Confluence, Slack, Zoom (including Zoom Rooms administration), LastPass, Jumpcloud, and Meraki Networks.
  • Coursework in IT or a related field or an equivalent combination of skills and experience
  • Extensive experience with the setup, configuration, and advanced troubleshooting of Audio/Visual equipment, specifically integrating with and managing Zoom Rooms and Zoom Digital Signage solutions. 
  • Proven experience in creating and managing comprehensive IT documentation and contributing to knowledge base systems.
  • Prior experience providing IT support within a rapidly growing global organization, understanding the nuances of remote support and international time zones.
  • Demonstrated experience with IT asset lifecycle management, including procurement, deployment, inventory tracking, and disposal, ideally using an automated asset management system.

 

This position is a full time position based out of our Boston Office.

 

#LI-AN1

At Salsify, we maintain 3 core principles as part of our Compensation Philosophy:
  • We pay market rates, which are competitive and equitable
  • We pay based on performance and proficiency, not tenure
  • We adjust proactively; when the market moves, we do too
The posted compensation range reflects the base salary for this position. In addition to base salary, some eligible roles may also have a commission plan or a bonus incentive. All Salsify employees receive equity in the form of stock options. All full-time employees are invited to participate in our Total Rewards plan, which includes health & medical benefits, flexible spending accounts, flexible PTO, and more. Offers to join Salsify are based on a few criteria, including the scope of the role, the candidate’s work experience, targeted skills, internal equity of the team, and external market data.

US National Pay Range

$55,250 - $65,000 USD

Salsify loves a good success story and it would be our privilege to help write yours! We recognize that talent and potential come in all forms and that years of experience does not guarantee on-the-job effectiveness or leadership potential. Our hiring process involves recognizing a person’s achievements, subject matter expertise, and passion, not just check marks next to a job description. If you have an interest in our roles please do not hesitate to apply - we would be happy to speak with you!

A member of Talent 'talent@salsify.com' will be reaching out about next steps if we would like to move forward.

Salsify’s mission is to empower brand manufacturers to win on the digital shelf.

Helping brand manufacturers to win online is what we do. Our culture is who we are. We are empowered. We are positive thinkers. We take action. We care deeply. These values have driven Salsify’s growth and earned the company numerous top workplace awards.

We are headquartered in Boston, Massachusetts and have hubs in Lisbon (Portugal) and Sydney (Australia). If you are excited to work in a fast-paced environment with a team that values agility, curiosity and passion, we want to hear from you!

As part of the hiring process, we may be conducting reference checks with your provided contacts.

Please see our Candidate Privacy Statement for information on the personal data we process in connection with your application.

An Inclusive Place To Work

Salsify does not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. Studies have found that people of color and women do not apply to jobs if they do not meet all the requirements. At Salsify we are committed to empowering a diverse workforce. We ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. 

Accommodations

Salsify is committed to an inclusive hiring process, and we aim to provide accommodations for persons with disabilities. If you need any accommodations for the application or throughout the interview process please contact cx@salsify.com.

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