IT HelpDesk Analyst
Toast
Bengaluru, Karnataka, IndiaPosted 2 months ago
Skill Required
G & A : BTT : IT OperationsIAMITILEngineeringR ProgrammingServiceNownetworkingNode.jsbuildingPythondesignAzureLinuxJavaHTMLJiraDNSVPNAI
Key highlights
- Role: IT Service Desk Analyst (P2).
- Level Required: Strong hardware and software troubleshooting methodology across macOS Tahoe, Windows 11, and Linux; proficient in ServiceNow for end-to-end ticket lifecycle management.
- Nice-to-have: CompTIA A+ or ITIL Foundation v4 certifications, and experience with AI systems/LLMs (specifically Claude).
- Key benefit: Hybrid work model fostering in-person collaboration while valuing individual needs.
- Key benefit: Competitive total rewards package with flexibility to meet changing needs (https://careers.toasttab.com/toast-benefits).
Role overview
Toast creates technology to help restaurants and local businesses succeed in a digital world by helping business owners operate, increase sales, engage customers, and keep employees happy. The company is driven by building the restaurant platform—purpose-built for restaurants by restaurant people and increasingly shaped by AI—so restaurants can trust that Toast will deliver on their needs today while investing in the experiences that will power their restaurant of the future. As an IT Service Desk Analyst (P2), you will provide autonomous technical assistance across software applications and hardware, taking ownership of moderately complex issues.
Responsibilities
- Log, triage, and resolve Level 1/2 incidents via Slack, Email, and ServiceNow while meeting SLA targets.
- Oversee the IT asset lifecycle including inventory audits, new-hire provisioning, and equipment disposal.
- Maintain AV/IT equipment in collaboration rooms and provide live technical support for company Town Halls.
- Draft internal troubleshooting guides and run IT onboarding sessions for new employees.
Requirements
- Strong hardware and software troubleshooting methodology across macOS Tahoe, Windows 11, and Linux.
- Proficient in ServiceNow for end-to-end ticket lifecycle management.
- Working knowledge of Jira for task tracking and cross-team coordination.
- Working knowledge of networking fundamentals (DNS, DHCP, VPN, Wi-Fi).
- Familiarity with AV systems and video conferencing platforms (Zoom Rooms, Microsoft Teams Rooms, Google Meet).
- Basic understanding of asset management principles and ITAM tools.
- OS: macOS Tahoe, Windows 11, and Linux.
- Productivity & AV: Google Workspace, Microsoft 365, Slack, Teams, and Zoom Rooms.
- Management & Tracking: Active Directory/Azure AD, Intune or JAMF, ServiceNow, and Jira.
Nice to have
- CompTIA A+ certification is highly preferred.
- ITIL Foundation v4 certification is highly preferred.
- Experience working with AI systems and large language models, specifically Claude.
- Experience in programming and coding with Python, Java, Node.js, and HTML.
Benefits
- Competitive compensation and benefits programs designed to attract, retain, and motivate talent (see https://careers.toasttab.com/toast-benefits).
- Total rewards package that supports a healthy lifestyle with the flexibility to meet changing needs.
- Access to AI tools across all disciplines to empower employees to build for customers faster, more independently, and with higher quality.
- Hybrid work model that fosters in-person collaboration while valuing individual needs.
- Commitment to Diversity, Equity, and Inclusion embedded in culture and design.
- Reasonable accommodations provided for persons with disabilities throughout the hiring process (contact candidateaccommodations@toasttab.com).
Additional details
- Throughout the hiring process, AI tools are used to support recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews; all hiring decisions are made by people (https://careers.toasttab.com/ai-in-hiring).
- In-office expectations vary by region; see https://careers.toasttab.com/locations-toast.
- For roles in the United States, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment; violators are subject to criminal penalties and civil liability.