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Form of workJob Description
About EngageSmart
EngageSmart is a leading provider of vertically tailored customer engagement software and integrated payments solutions. Our mission is to simplify customer and client engagement to allow our customers to focus resources on initiatives that improve their businesses and better serve their communities. EngageSmart offers single instance, multi-tenant, true Software-as-a-Service vertical solutions, including SimplePractice, InvoiceCloud, HealthPay24 and DonorDrive, that are designed to simplify its customers' engagement with their clients by driving digital adoption and self-service. As of December 31, 2022, EngageSmart serves approximately 104,800 customers in the SMB Solutions segment and approximately 3,400 customers in the Enterprise Solutions segment across several core verticals: Health & Wellness, Government, Utilities, Financial Services, Healthcare, and Giving. For more information, visit www.engagesmart.com and follow us on LinkedIn.
Job Description:
As a Service Desk Analyst 2, you will be responsible for providing a world-class Corporate IT experience to all new & existing EngageSmart and Enterprise Solution employees. Team members in this role are the "boots on the ground" to provide services to ensure all users have all the tools, permissions, and other resources required to be successful in their roles.
Reporting to the Manager of Modern Desktop Services, the Service Desk Analyst 2 will receive coaching, mentoring, and guidance on the responsibilities of their role, skills and training, and business driven priorities they will use to complete their work. As such, they are required to work independently, develop new skills/experiences, and directly contribute to the policies/procedures that will define the future of modern desktop services at EngageSmart.
Roles & Responsibilities:
- Triage and prioritize incoming Service Desk requests according to the guidelines defined by the Service Desk team and approved by the Manager of Modern Desktop
- Ensure 100% compliance with onboarding & offboarding standards for all enterprise employees as required by the Manager of Modern Desktop
- Execute management and administrative duties for core identity and access management tools, including but not limited to Okta, Azure Active Directory, M365 Admin, Slack, and others
- Update, monitor and administer all corporate endpoints via approved MDM solutions
- Perform Tier 1 & Tier 2 support for all Corporate IT hardware & software requests
- Escalate unresolvable tickets to the appropriate queue or the Manager of Modern Desktop
- Provide "white glove" technical assistance for all C-Level staff/executive team
- Design, execute, and support A/V functions for local conference rooms and remote meetings
- Facilitate the maintenance of inventory and adhere to asset management and procurement processes for all IT assets, maintaining inventory levels as required
- Work closely with the EngageSmart Security Team to report, investigate, and remediate desktop threats and vulnerabilities as required
- Create, update & organize internal & employee facing documentation
- Assist Facilities & office administrators with various physical tasks as needed
Qualifications & skills:
- Minimum of high school diploma
- Excellent written & verbal customer service skills
- Minimum 1-3 years' experience as a support technician/Help Desk Admin or similar
- Strong SaaS productivity apps experience (Okta, Microsoft 365, Google Workspace, Slack, Zoom etc.)
- Exposure to physical office infrastructure including conference room support
- The ability to multi-task in a fast-paced environment
- General understanding of networking protocols & standards
- Availability to assist with after-hours changes, maintenance etc. as needed
Base Compensation Range: ($60,000.00 to $78,000.00) annually
Base salary is one component of total compensation. Employees may also be eligible for an annual bonus or commission and equity. Some roles may also be eligible for overtime pay.
The above represents the expected base compensation range for this job requisition. Ultimately, in determining your pay, we'll consider many factors including, but not limited to, skills, experience, qualifications, geographic location, and other job-related factors.
Benefits
We offer a competitive benefits program including:
- Medical, dental, vision, life & disability insurance
- 401(k) plan with company match & employee stock purchase plan (ESPP)
- 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)
EngageSmart is an Equal Opportunity Employer.
EngageSmart provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at our company, please contact jobs@engagesmart.com.
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To all recruitment agencies:EngageSmart does not accept agency resumes. Please do not forward resumes to our job's alias, employees, or any other organization location. EngageSmart is not responsible for any fees related to unsolicited resumes.
