{"id":1529588,"url":"https://alion.io/job/dentsu-service-desk-analyst","title":"Service Desk Analyst","company":{"id":888,"name":"dentsu","domain":"dentsu.com","url":"https://alion.io/company/dentsu-polska","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":79,"open_postings":140,"ghost_share":0.007,"stale_share":0.8,"repost_share":0.029,"time_to_fill_p50_days":29,"computed_at":"2026-10-22T06:10:10Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":48000,"max_usd":97000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":438},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITSM","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"Windows","optional":false}],"status":"closed","first_seen_at":"2026-09-30T15:50:19Z","employer_posted_date":"2026-09-30","last_verified_at":"2026-10-21T17:08:04Z","board_verified":false,"closed_at":"2026-10-21T17:08:04Z","days_open":21,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":21},"description":"Job Description:\nAmericas Enterprise Technology is shifting from a support model that reacts to problems to one that anticipates and prevents them - and the EUS Technician is where that shift meets the employee in person. This role provides front-line deskside and walk-up support across our Chicago and New York locations, working hands-on with the hardware, software, and access issues that stand between an employee and a productive day - including the high-visibility, time-sensitive support our executives and VIP users expect.\nThe EUS Technician serves as the L2 escalation tier for the Birlasoft-operated L1 service desk, taking ownership of tickets that L1 cannot resolve - deeper hardware and software troubleshooting, device staging, and onboarding/offboarding - and coordinating with the Asset Management team on device deployment. This is a hands-on, in-office-first role for someone who takes ownership of the problem in front of them and is equally comfortable resolving an L2 escalation, staffing the Tech Bar, or flagging a device issue before the employee even notices it.\nThe right person for this role brings technical competence, patience with end users at every skill level, and a proactive mindset - someone who sees monitoring data and walk-up patterns as signals to act on, not just tickets to close.\nWhat You Will Do\nDeskside Support & Troubleshooting\nServe as the L2 escalation point for tickets routed from the Birlasoft L1 service desk, providing deeper diagnosis and hands-on resolution.\nProvide hands-on troubleshooting and break/fix support for laptops, peripherals, and mobile devices.\nRecognize and prioritize VIP and executive tickets appropriately, delivering prompt, high-touch resolution without being asked - understanding who needs to be served first and acting accordingly.\nOwn the L2 queue's SLA performance, ensuring escalated tickets move quickly from L1 handoff to resolution.\nEscalate to the Global End User Computing Team (EUC), engineering, or vendor partners only when an issue is genuinely beyond L2 scope, ensuring a warm, confirmed handoff and follow-through.\nDocument resolution steps clearly in ServiceNow for every ticket worked, including root cause where L1 lacked one.\nOnboarding, Offboarding & Asset Coordination\nPrepare, image, and configure devices for new hires ahead of start date.\nExecute offboarding device retrieval and wipe/reissue processes in coordination with Asset Management.\nMaintain accurate device assignment records and flag discrepancies to the Asset Management team.\nTech Bar & Walk-Up Support\nStaff walk-up Tech Bar hours, providing same-day resolution for common hardware and software issues.\nDeliver a consistently professional, patient support experience for employees at every technical skill level.\nEvent & Pitch Support\nSupport onsite and offsite events and client pitches, partnering with the AV team and the Facilities Workplace Experience team on setup, troubleshooting, and live technical support.\nSupport executive setups and conference room technology and A/V needs as they arise.\nServe as the on-the-ground technical point of contact during high-visibility events, ensuring issues are resolved quickly and discreetly.\nProactive Device Health\nMonitor device health signals (e.g., via Nexthink) to identify and resolve issues before they generate a ticket.\nEscalate recurring device or software patterns to the EUS Manager for broader remediation.\nDocumentation & Knowledge Base\nMaintain and contribute to knowledge base articles and SOPs for common issues and fixes.\nKeep ticket documentation current enough that any teammate could pick up a ticket mid-stream.\nWho You Are\nYou take ownership of the problem in front of you rather than routing it along, and you treat every employee interaction - whether a VP or a new hire - with the same patience and professionalism. You're comfortable working independently, prioritizing a shifting queue - including knowing instinctively when a ticket needs white-glove handling for an executive - and using data and monitoring tools to get ahead of issues rather than just reacting to them.\nEducation & Experience\nBachelor's degree in Information Technology, Computer Science, or a related field preferred; equivalent experience will be considered.\n3-5 years of experience in IT deskside support, service desk, or end user computing.\nRequired Qualifications\nHands-on experience with Windows and macOS device support, imaging, and troubleshooting.\nDemonstrated experience operating as an L2 support tier - diagnosing issues L1 could not resolve and knowing when to escalate further.\nSound judgment in triaging support requests, including the ability to identify and prioritize VIP/executive tickets and deliver a consistently high-quality service experience for senior stakeholders.\nWorking knowledge of ServiceNow or a comparable ITSM ticketing platform.\nProficiency with Microsoft 365 and endpoint management tools including Intune and Entra ID.\nStrong verbal communication skills - comfortable supporting employees at every level, including executives.\nAbility to lift and move IT equipment and to be on-site full-time across supported locations.\nWhat Will Set You Apart\nExperience with DEX platforms such as Nexthink for proactive device health monitoring.\nCompTIA A+, Network+, or equivalent certification.\nExperience supporting a distributed, multi-site organization.\nFamiliarity with AV/conference room technology and executive support.\nWhat Success Looks Like\nIn your first 30 days, you know the tools, the ticket queue, the key stakeholders, and how work flows between L1, yourself, and Asset Management.\nAt 60 days, you're resolving deskside tickets independently, your documentation is clean, and the team trusts your follow-through on escalations.\nAt 90 days, you're a full contributor across Tech Bar, onboarding support, and proactive device health - not just keeping pace with the queue, but starting to get ahead of it.\nAt six months, you're a reliable presence at your site, known for turning a frustrating device issue into a fast, professional fix, and for catching problems before they reach the employee.\nThe annual salary range for this position is $51,000 - $70,000. Placement within the salary range is based on a variety of factors, including relevant experience, knowledge, skills, and other factors permitted by law.\nBenefits available with this position include:\nMedical, vision, and dental insurance,\nLife insurance,\nShort-term and long-term disability insurance,\n401k,\nFlexible paid time off,\nAt least 15 paid holidays per year,\nPaid sick and safe leave, and\nPaid parental leave.\nDentsu also complies with applicable state and local laws regarding employee leave benefits, including, but not limited to providing time off pursuant to the Colorado Healthy Families and Workplaces Act, in accordance with its plans and policies. For further details regarding Dentsu benefits, please visit www.dentsubenefitsplus.com.\nLocation:\nNew YorkBrand:\nDentsuTime Type:\nFull timeContract Type:\nPermanentDentsuis committed to providingequal employment opportunities to all applicants and employees. We do this without regard to race, color, national origin, sex ,sexual orientation, gender identity, age, pregnancy, childbirth or related medical conditions, ancestry, physical or mental disability, marital status, political affiliation, religious practices and observances, citizenship status, genetic information, veteran status, or any other basis protected under applicable federal, state, or local law.\nDentsuis committed to providing reasonable accommodation to, among others, individuals with disabilities and disabled veterans. If you need an accommodation because of a disability to search and apply for a career opportunity with us, please send an e-mail to  by clicking on the link to let us knowthe nature of your accommodation request and your contact information. We are here to support you.","description_format":"text","description_chars":7982,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["401k plan","Dental insurance","Life insurance","Parental leave"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Media & Entertainment","Creative Agencies","E-commerce Marketing","Digital Marketing"],"lifecycle":[{"event":"open","at":"2026-09-30T15:50:19Z"},{"event":"close","at":"2026-10-21T17:08:04Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 13","filings_12m":13,"filings_prev_12m":11,"green_card_filings_12m":0,"median_offered_wage_usd":97500,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":null,"pay":null,"html_url":"https://alion.io/job/dentsu-service-desk-analyst","json_url":"https://alion.io/job/dentsu-service-desk-analyst.json","meta":{"generated_at":"2026-10-23T05:21:00Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":8821,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-24T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":888},"rest":"https://alion.io/mcp/rest/get_company?id=888"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdentsu-service-desk-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdentsu-service-desk-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdentsu-service-desk-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/dentsu-service-desk-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdentsu-service-desk-analyst"}]}