{"id":1588605,"url":"https://alion.io/job/clear-service-desk-analyst","title":"Service Desk Analyst","company":{"id":6864,"name":"CLEAR","domain":"clearme.com","url":"https://alion.io/company/clear-corporate","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":75,"open_postings":10,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":33,"computed_at":"2026-10-10T05:45:15Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Austin, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":62000,"max_usd":121000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":391},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Azure","optional":false},{"name":"Confluence","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"Okta","optional":false},{"name":"Slack","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-01T02:11:32Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-11T23:05:53Z","board_verified":true,"closed_at":null,"days_open":10,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":10},"description":"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.\nWe 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.\n What You'll Do:\nProvide remote troubleshooting for devices with airport operations personnel.\nHardware support, including component and cable verification, addressing equipment failures, performing firmware upgrades, and configuring hardware remotely.\nNetwork support, involving monitoring and troubleshooting network infrastructure (ISP, routers, switches, access points, and cellular devices).\nAssist users with software configuration and troubleshooting, along with remote software installations, and monitor for successful deployment and functionality.\nUtilize 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.\nEscalate issues to third-party vendors and coordinate on-site visits for timely resolution.\nManage access requests across multiple systems/applications, ensuring 100% compliance with established rules and regulations.\nRespond to tickets and phone support requests in a round-robin assignment queue, consistently meeting or exceeding all established SLAs.\nUtilize existing runbooks and suggest updates or creations when current knowledge is lacking.\nCoordinate seamlessly with co-workers to address and escalate critical business incidents to the appropriate support team while maintaining open and active communication with users.\nProvide onsite support for local airport operations at least once per quarter, with additional opportunities for hands-on troubleshooting in partnership with other technology teams.\nComplete regular ticket analysis for assigned airports to identify ticket trends and need for additional support or remediation\n Who You Are:\nFederal Personnel Security (PerSec) screening and clearance attainment is a requirement for this position. (Detailshere). PerSec submission will be coordinated by CLEAR\n2+ years of applicable experience, including in-person and remote experience in a customer service-focused technical environment\nDemonstrated success in providing a stellar customer service experience along with desire to find solutions, rather than merely addressing symptoms.\nStrong communicator with exceptional ability to interact with technical and non-technical end-users\nHighly organized and detail-oriented with an ability to strive in a fast-paced environment with competing priorities\nTechnical knowledge of network infrastructure setup, maintenance, and troubleshooting -- Cisco/Meraki preferred\nDemonstrated expertise in computer assembly, including remote triage and troubleshooting capabilities of typical and atypical computer components\nExperience working within ITSM tools and managing tickets, documentation, and SLA’s\nWorks well under pressure,\nSelf-starter with an “owners mentality”\nAbility to work varying shifts, including weekends/holidays/on-call - We are a 24/7/365 operation\nMac and Windows system knowledge\n Perks of Being a Team Member: \n15 days Paid Time Off for Full-Time Team Members, increasing with time in service \n10 Company Paid Holidays (1.5x pay if worked!)\nComprehensive Medical, Dental, Vision, Pet, Home, Auto, Disability, Life Insurance, and Legal advice for eligible team members\nBackup childcare and eldercare through Care.com\nPaid Parental, Family, Military & Bereavement Leave Program for eligible team members\nEmotional Well-Being Assistance\n401k Retirement Plan with company match\nOngoing training & development programs to grow & advance your career with a growing company! \nFree CLEAR memberships for you and one other. Plus a discounted membership for three friends!\n$40/month internet stipend\n How You'll be Rewarded:\nAt 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. \nQualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or other characteristics protected by law.\nCLEAR provides reasonable accommodation to qualified individuals with disabilities or protected needs. Please let us know if you require a reasonable accommodation to apply for a job or perform your job. Examples of reasonable accommodation include, but are not limited to, time off, extra breaks, making a change to the application process or work procedures, policy exceptions, providing documents in an alternative format, live captioning or using a sign language interpreter, or using specialized equipment.\nWe 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). 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