Service Desk Analyst II

Job Summary

About The Team

Come join our growing team to deliver amazing technology support experiences that fuel the vision of Dynamic Work for our employees. As a Service Desk Analyst you will focus on delivering world-class technology support for both our employees and our workspaces driven by the importance of the overall technology experience. This role centers on swift resolution of employee IT issues and driving proactive improvements all while maintaining a strong commitment to a customer-first approach. As part of a team dedicated to transforming the future of work this position is challenging yet highly rewarding and engaging. We tackle complex problems rely on data-driven decision-making and prioritize the overall employee experience in everything we do. As a member of our globally distributed remote and onsite IT support team you will be the primary link for our internal customers. Your core responsibility is to provide essential Service Desk support to employees which includes troubleshooting via Slack Zoom or Email as well as managing and escalating high-priority incidents and concerns. Furthermore you will contribute to employee productivity by sharing knowledge and guiding them in the effective use of technology. You will have a security first mindset and let policies guide how you work with our customers. You will be a strong advocate for our employees learning and understanding their technology challenges and championing change with our technology solutions that makes it easier to get our best work done.

Responsibilities

• Deliver an exceptional customer support experience to all Rubrik employees and contractors.
• This position necessitates a 247 commitment requiring flexibility to work across various shifts including nights weekends and public holidays.
• Strive to achieve first-contact resolution for all employee support interactions whenever feasible.
• Diligently and proactively manage competing priorities within a high-velocity environment.
• Connect with employees via Slack and Zoom to provide real time troubleshooting support along with providing a superior transfer of support experience as needed.
• Strong focus towards developing technical skills and knowledge in order to deliver resolution through first contact.
• Identify opportunities for improvement for internal processes to enable success across our team.
• Support key Employee Lifecycle processes onboarding and offboarding and support provisioning and deprovisioning of applications.
• Strong demonstrated written and verbal communication skills.
• Ability to communicate policies and technical processes with customers of all levels.
• Actively contributes to team knowledge by documenting newly found solutions for common issues and proactively shares information with the team.
• Use JIRA to manage support requests and incident tickets daily.

Requirements

• 3-5 years supporting internal or external customers in a Global IT Service Desk environment.
• 3-5 years experience supporting Mac and Windows devices.
• 3-5 years managing user and role-based access in a predominantly SaaS-based environment.
• Familiarity with or demonstrated experience in supporting video conferencing systems is desired.
• We are seeking a candidate who possesses an ITIL mindset and can contribute positively to the teams success.
• The ideal candidate should be proficient in troubleshooting Windows and Mac platforms leveraging their expertise in Jamf and/or Intune.
• It would be advantageous if the candidate has Proficiency in scripting languages such as Bash or Python for automation tasks related to Jamf is highly desirable not mandate but good to have.
• The candidate should also demonstrate strong problem-solving skills and the ability to work independently and collaboratively within a team environment.
• Experience supporting high priority escalations and high-pressure situations.
• Strong ability to prioritize multiple tasks to ensure support for your customers and team.

Additional Skills and Certifications

• Okta
• Google Suite
• JAMF
• Intune
• Atlassian Suite
• Slack
• O365
• Zoom

About Rubrik

Rubrik RBRK is the Security and AI Operations Company that leads at the intersection of data protection cyber resilience and enterprise AI acceleration. Rubrik Security Cloud delivers complete cyber resilience by securing monitoring and recovering data identities and workloads across clouds. Rubrik Agent Cloud accelerates trusted AI agent deployments at scale by monitoring and auditing agentic actions enforcing real-time guardrails fine-tuning for accuracy and undoing agentic mistakes.

Join Us

Join Us in Securing the Worlds Data

Rubrik is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin or protected veteran status and will not be discriminated against on the basis of disability. Rubrik provides equal employment opportunities EEO to all employees and applicants for employment without regard to race color religion sex national origin age disability or genetics. In addition to federal law requirements Rubrik complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. 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.

Federal Law Requirements

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please contact us at hrrubrik.com if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures providing documents in an alternate format using a sign language interpreter or using specialized equipment. EEO IS THE LAW NOTIFICATION OF EMPLOYEE RIGHTS UNDER FEDERAL LABOR LAWS