Help Desk Analyst
@LifeatALKU as a Help Desk Analyst
The Help Desk Analyst provides support for core, enterprise applications, hardware, and security. This person handles a variety of tasks including first-tier incident intake and triage, issue assignment and escalation, and is the primary liaison to the IT outsourced partner Network Coverage. Provides impeccable customer service to all ALKU employees.
Responsibilities
- Respond to ALKU helpline and SOS requests.
- Triage and assign inbound help requests.
- Troubleshoot user issues or escalate as needed.
- Coordinate with IT partner and internal experts.
- Manage vendor tickets and equipment inventory.
- Conduct equipment audits and lead trainings.
- Develop documentation and phishing campaigns.
- Support ServiceNow development and special projects.
Required Skills
- Strong communication, interpersonal, and customer service skills.
- Exceptional organization, time management, and attention to detail.
- Proven leadership, problem-solving, and analytical abilities.
- Skilled in task prioritization and delegation under pressure.
- Proficient in Microsoft Office Suite.
Not Required but Preferred
- College diploma or equivalent technical experience
- Customer service experience
- Experience in a Technical Support role
- Experience in Cyber Security
- Experience with ServiceNow or other ITSM platforms
Physical Requirements: Must be able to lift, up to 25 pounds at times.
On-site Requirements: Primarily onsite at Andover HQ with remote Fridays
Taking Care of the ALKrew
Our Benefits
Weekly Pay
Training & Development
Opportunity for advancement and promotions
Employee Resource Groups & Giving Back Efforts
Diversity, Equity, and Inclusion
We celebrate our differences, advocate for one another, and embrace our individuality.
ALKU is committed to honoring, understanding, and growing the ALKrew in order to foster a culture where we seek to understand and celebrate each person who walks through our doors.
Our Locations
Where Can You Join The ALKrew?
Andover, MA
Headquarters
100 Brickstone Square
Suite 400
Andover, MA 01810
Charlotte, NC
9115 Harris Corners Parkway,
Suite 420
Charlotte, NC 28269
Phone: (978)-289-5873
info@alku.comFranklin, TN
302 Innovation Drive
Suite 120
Franklin, TN 37067
Phone: (615)-952-1015
info@alku.comHerndon, VA
13665 Dulles Technology Drive
Suite 200
Herndon, VA 20171
Amherst, MA
Training Center
33 Pray Street
Amherst MA, 01002
Durham, NH
Training Center
1 Madbury Road
Suite 101
Durham, NH 03824
Harrisonburg, VA
Training Center
233 East Market Street
Harrisonburg, VA 22801