IT Helpdesk Analyst (Remote)

Over the last four years in IT service and leadership, I’ve been consistently supported and encouraged to learn and grow, and I take pride in providing the same opportunities for my team. It’s incredibly rewarding to be part of a company that truly invests in its people and their success.” -Jaclyn Boeckx, Team Lead Service Desk
Do you enjoy solving technical challenges while delivering an exceptional customer experience? Absorb Software is looking for an IT Service Desk Analyst to support our global teams and help keep our technology running smoothly. In this role, you’ll be a key member of our IT team—troubleshooting issues, finding thoughtful solutions, and enabling our people to do their best work alongside a collaborative group of IT professionals committed to service and excellence.

Deploy, configure, and support end-user hardware throughout the employee lifecycle (onboarding, changes, offboarding).

• Provision, modify, and deprovision user identities and access across business applications and cloud services, including onboarding orientation and ongoing guidance on IT systems, tools, and best practices.
• Monitor, respond to, and resolve incoming service requests, incidents, and alerts, prioritizing work based on business impact and urgency.
• Ensure end-user systems comply with security, privacy, and compliance standards, escalating risks or exceptions when required.
• Document incidents, requests, changes, and resolutions accurately to support reporting, auditing, and continuous improvement.
• Identify opportunities to improve processes, automate repetitive tasks, and enhance the overall end-user IT experience.
• Collaborate with senior IT team members on escalations, infrastructure-related issues, and service improvements.
• Perform other duties as required to support IT operations and business needs.

1-2 years experience in a help desk or comparable support role.

• Basic understanding of Active Directory, Cloud Directory Management, Networking (DNS and DHCP) and Computer Hardware concepts.
• Proven ability to troubleshoot and resolve technical and procedural issues.
• Proven ability to support and administer various SaaS platforms.
• Excellent customer service skills and professional, empathetic communication skills.
• Experience with asset management.
• Experience with Microsoft products, O365, Intune, or comparable systems (Google Workspace, JAMF).

Fully remote-first work with flexible work arrangements

• Comprehensive Health and Wellness Benefits, generous time off, comprehensive medical and dental benefits based on your country of location
• New Hire Equipment Allowance and monthly Flex Allowance to support your success
• Absorb Software is a remote-first company that provides online training solutions to leading organizations around the world. Absorb is a cloud-based learning management system (LMS) engineered to inspire learning and fuel business productivity. Our online learning platform combines forward-thinking technology built to scale as our customer’s organizations grow. We empower learners to enrich their lives, workplaces and communities.

Absorb is proud to be an equal opportunity employer, we celebrate diversity and are committed to creating a safe and inclusive environment for all our people. Successful candidates for this position will be subject to pre-employment background screening, including a criminal record check and must be able to show proof of legal eligibility to work in the country they have applied to without sponsorship.
We use AI tools to support our recruitment process, such as organizing applications and highlighting potential matches based on role requirements. While these tools help streamline our review, all screening and final hiring decisions are made by our recruitment team. We encourage candidates to apply authentically and not rely solely on AI-generated responses in their applications.

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