InvoiceCloud, Inc. · 3 days ago
Service Desk Analyst I
Boston, MA
Full-time
Onsite
Entry Level
$65K/yr - $75K/yr
1+ years expInvoiceCloud is a fast-growing fintech leader recognized for its innovative solutions and commitment to customer service. The Service Desk Analyst I provides essential IT support to employees, ensuring they have the necessary tools and technology to perform their jobs effectively while collaborating with global IT teams.
Financial Services
Responsibilities
Provides friendly, professional Tier 1 support for hardware, software, identity tools (e.g., Okta), and business applications such as Microsoft 365 and Slack
Triages, logs, and prioritizes Service Desk requests according to defined standards, ensuring employees receive timely, high-quality support
Supports conference room technology, A/V equipment, and basic office IT needs, ensuring a smooth on-site employee experience
Communicates clearly with both technical and non-technical users, helping resolve issues with patience and clarity
Ensures accurate and timely execution of onboarding and offboarding processes, guaranteeing proper access, permissions, and system readiness for employees
Monitors, updates, and supports endpoints through Intune, Jamf, and other approved MDM tools to maintain a secure, compliant environment
Escalates complex issues to appropriate teams when needed, maintaining momentum and minimizing user downtime
Maintains awareness of IT Service Desk best practices and applies them consistently to support operational goals
Maintains accurate, up-to-date documentation in service management tools and contributes to internal knowledge base articles
Follows established IT procedures while offering thoughtful recommendations to improve clarity and effectiveness
Demonstrates accountability by following issues through to resolution and ensuring users are fully supported
Learns new tools and techniques proactively, expanding technical knowledge and improving service delivery
Uses established IT workflows, ticketing systems, and escalation processes to ensure efficient triage and resolution
Organizes daily tasks to handle multiple priorities in a fast-paced environment while maintaining responsiveness
Applies basic troubleshooting skills to quickly diagnose common issues, reducing reliance on senior engineers
Assists Facilities and office administrators with basic technical setup tasks to streamline onsite operations
Uses curiosity and emerging technologies, including GenAI tools, to improve troubleshooting, documentation creation, and end-user support
Identifies opportunities to simplify IT processes, improve onboarding clarity, or enhance employee technology experiences
Experiments with new MDM or productivity configurations under guidance to support continuous improvement
Contributes ideas that strengthen IT policies, service delivery, and technology standards
Qualification
Required
High school diploma, GED, or equivalent required; associate's or bachelor's degree in an IT-related field preferred
1–3 years of experience in technical support, help desk, or customer service–oriented IT role
Excellent verbal and written customer service communication skills
Familiarity with SaaS identity and productivity tools such as Okta, Microsoft 365, and Slack
Basic understanding of endpoint management tools (Intune, Jamf) and standard IT troubleshooting methods
Ability to learn and support physical office technology, including conference room equipment and basic networking
Strong organizational, multitasking, and problem-solving skills in a fast-paced environment
Flexibility to occasionally assist with after-hours changes or maintenance as needed
Curiosity and willingness to explore emerging technologies, including AI tools
Benefits
Medical, dental, vision, life & disability insurance
401(k) plan with company match
Flexible Time Off (FTO), wellbeing days, paid holidays, and summer Fridays
Mental health resources
Paid parental leave & Backup Care
Tuition reimbursement
Employee Resource Groups (ERGs)
Company
InvoiceCloud, Inc.
InvoiceCloud provides modern digital payment, customer engagement, and outbound disbursement solutions.
201-500 employees
H1B Sponsorship
InvoiceCloud, Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (3)
2023 (5)
2022 (4)
2021 (1)
2020 (1)
Funding
Current Stage
Growth StageLeadership Team
Bob Bennett
CEO
Bob Lapides
President Government, Utilities and Business Services Division and Co-Founder of Invoice Cloud
Company data provided by crunchbase