Service Desk Analyst I
InvoiceCloud, Inc.
Boston, MA
About InvoiceCloud InvoiceCloud is a fast-growing fintech company with an award-winning culture and a leading disruptor in the electronic bill presentment and payment (EBPP) space. Serving more than 3,200 customers across the utility, government, and insurance industries, InvoiceCloud’s secure and innovative SaaS platform enhances the customer experience, driving higher digital payment, AutoPay, and paperless adoption rates. By switching to InvoiceCloud, clients can improve customer engagement and satisfaction while lowering costs, accelerating payments, and reducing staff workloads. To learn more, visit InvoiceCloud.com. Position Overview We are seeking a Service Desk Analyst I to work out of our new Boston office. You will be responsible for providing a world-class Corporate IT experience to all new & existing InvoiceCloud 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 I will receive support, training, and coaching to succeed in their role. They will work closely with the Global IT team to provide seamless support for employees in both the US and India. The analyst will be expected to work independently when needed, continue developing new skills, and actively contribute to IT policies and procedures that shape the future of technology at InvoiceCloud. Roles & Responsibilities
- Triage, log, and prioritize incoming Service Desk requests according to established guidelines
- Ensure full compliance with employee onboarding / offboarding standards
- Perform Tier 1 technical support for IT hardware, software, and business productivity tools (e.g., Microsoft 365, Okta, Slack)
- Monitor, update, and support corporate endpoints through approved MDM solutions (Intune, Jamf)
- Escalate unresolvable tickets to the appropriate queue or Modern Desktop leadership
- Support conference room technology and basic A/V setup for employees
- Create and maintain end-user documentation and knowledge base articles
- Maintain awareness of IT Service Desk best practices and apply them to daily operations
- Assist Facilities and office administrators with basic physical tasks (e.g., desk setup, cable management) as required
- All other duties as defined by Modern Desktop leadership
- Minimum of High School Diploma, GED, or equivalent (associate’s or bachelor’s degree in IT-related field preferred)
- 1–3 years of experience in a technical support, help desk, or customer service–oriented IT role
- Excellent written and verbal customer service skills
- Familiarity with SaaS identity and productivity tools such as Okta, Microsoft 365, and Slack
- Basic understanding of endpoint management tools (Intune, Jamf) and standard IT troubleshooting methods
- Ability to learn and support physical office technology, including conference room equipment and basic networking
- Curiosity and willingness to explore emerging technologies, including GenAI
- Strong organizational and problem-solving skills, with the ability to handle multiple priorities in a fast-paced environment
- Flexibility to occasionally assist with after-hours changes, maintenance, or support as needed
Posted 2025-10-24
Recommended Jobs
Data Center Technician - USA - Marlborough - On-site
RM Staffing B.V.
Marlborough, MA
Reboot Monkey is a global leader in IT solutions, specializing in data center management that simplifies your IT operations. We provide hosting space, future-proof upgrades, and 24/7 support through …
View Details
Posted 2025-10-27
Mobile Phlebotomist (MA)
Quest Diagnostics
Lawrence, MA
Medically trained Mobile Collector As a Mobile Collector , you would be a part-time, on-call and at-will employee. What does this mean? On-Call and At-Will equals Flexibility! You will ch…
View Details
Posted 2025-07-22
Site Supervisor
Landscaping by J. Michael
Marshfield, MA
Job Summary: The Site Supervisor oversees daily operations at construction sites to ensure projects are completed safely, on time, and within budget. This role involves coordinating workers, subc…
View Details
Posted 2025-10-18
Explore Revere: Your Next Adventure as a PTA!
NurseRecruiter
Revere, MA
Physical Therapy Assistant job in Revere, MA Discover the vibrant charm of Revere while advancing your career as a Physical Therapist Assistant! This beautiful coastal city is known for its stunning …
View Details
Posted 2025-07-30
ICU Nurse Practitioner/Physician's Assistant 3953
Hatch Global Search
Methuen, MA
Job Description An ICU Nurse Practitioner or Physician's Assistant is a highly skilled healthcare professional who provides direct patient care to critically ill individuals within an Intensive Ca…
View Details
Posted 2025-09-29
Data Links & Comm Engineer SME, DoD Contractor
MAINSAIL Group
Lexington, MA
Job Description Job Description Description MAINSAIL Group is seeking candidates for the role of Data Links & Communication Engineer SME, located at Hanscom AFB, in Bedford, MA. Desired Qua…
View Details
Posted 2025-10-23