Service Desk Analyst

About the role

CLEAR is building THE secure identity company of the future. Our mission is to make experiences safer and easier-physically and digitally. With more than 43 million Members and a growing network of partners across the world, CLEAR's secure identity platform is transforming the way people live, work, and travel. Whether it's at the airport, stadium, or throughout your everyday life, CLEAR unlocks the magic of frictionless experiences.

We are looking for a growth-minded IT professional to support our internal employees and our external partners. The ideal candidate possesses an enthusiastic personality capable of thriving in a fast-paced dynamic environment, focused on providing excellent customer service, has experience troubleshooting technical issues, and wants to start their next career in an advanced technology company.

What You'll Do

• Provide remote troubleshooting for devices with airport operations personnel.
• Hardware support, including component and cable verification, addressing equipment failures, performing firmware upgrades, and configuring hardware remotely.
• Network support, involving monitoring and troubleshooting network infrastructure (ISP, routers, switches, access points, and cellular devices).
• Assist users with software configuration and troubleshooting, along with remote software installations, and monitor for successful deployment and functionality.
• Utilize various software tools, such as PDQ, Virtual Machines, Azure AD, Meraki, Peplink, Okta, Slack, Jira/Confluence, and Dialpad, to efficiently pinpoint and resolve technical issues.
• Escalate issues to third-party vendors and coordinate on-site visits for timely resolution.
• Manage access requests across multiple systems/applications, ensuring 100% compliance with established rules and regulations.
• Respond to tickets and phone support requests in a round-robin assignment queue, consistently meeting or exceeding all established SLAs.
• Utilize existing runbooks and suggest updates or creations when current knowledge is lacking.
• Coordinate seamlessly with co-workers to address and escalate critical business incidents to the appropriate support team while maintaining open and active communication with users.
• Provide onsite support for local airport operations at least once per quarter, with additional opportunities for hands-on troubleshooting in partnership with other technology teams.
• Complete regular ticket analysis for assigned airports to identify ticket trends and need for additional support or remediation

Who You Are

• Federal Personnel Security (PerSec) screening and clearance attainment is a requirement for this position. (Details here). PerSec submission will be coordinated by CLEAR
• 2+ years of applicable experience, including in-person and remote experience in a customer service-focused technical environment
• Demonstrated success in providing a stellar customer service experience along with desire to find solutions, rather than merely addressing symptoms.
• Strong communicator with exceptional ability to interact with technical and non-technical end-users
• Highly organized and detail-oriented with an ability to strive in a fast-paced environment with competing priorities
• Technical knowledge of network infrastructure setup, maintenance, and troubleshooting -- Cisco/Meraki preferred
• Demonstrated expertise in computer assembly, including remote triage and troubleshooting capabilities of typical and atypical computer components
• Experience working within ITSM tools and managing tickets, documentation, and SLA's
• Works well under pressure,
• Self-starter with an "owners mentality"
• Ability to work varying shifts, including weekends/holidays/on-call - We are a 24/7/365 operation
• Mac and Windows system knowledge

Perks of Being a Team Member

• 15 days Paid Time Off for Full-Time Team Members, increasing with time in service
• 10 Company Paid Holidays (1.5x pay if worked!)
• Comprehensive Medical, Dental, Vision, Pet, Home, Auto, Disability, Life Insurance, and Legal advice for eligible team members
• Backup childcare and eldercare through Care.com
• Paid Parental, Family, Military & Bereavement Leave Program for eligible team members
• Emotional Well-Being Assistance
• 401k Retirement Plan with company match
• Ongoing training & development programs to grow & advance your career with a growing company!
• Free CLEAR memberships for you and one other. Plus a discounted membership for three friends!
• $40/month internet stipend

How You'll be Rewarded

• At CLEAR, we help YOU move forward - because when you're at your best, we're at our best.
• You'll work with talented team members motivated by our mission of making experiences safer and easier.
• Our offices are bright and energetic with an open concept and plenty of conference rooms and casual co-working spaces.

We are committed to a transparent and secure hiring process. All communications related to this role will come directly from a CLEAR employee through valid CLEAR channels (e.g., a valid @clearme.com email address or verified CLEAR LinkedIn profile). We encourage candidates to remain alert to job scams and to report any suspicious activity.

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