{"id":301860,"url":"https://alion.io/job/toast-it-help-desk-analyst","title":"IT Help Desk Analyst","company":{"id":13243,"name":"Toast","domain":"toasttab.com","url":"https://alion.io/company/toasttab","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":78,"open_postings":103,"ghost_share":0,"stale_share":0.883,"repost_share":0.01,"time_to_fill_p50_days":32,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Chennai, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Google Workspace","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"Linux","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"Slack","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-08-31T10:33:22Z","employer_posted_date":null,"last_verified_at":"2026-08-31T10:33:22Z","board_verified":false,"closed_at":null,"days_open":59,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":59},"description":"Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.\nThe IT Service Desk Analyst (P2) serves as a primary point of contact for end-users seeking technical assistance across software, applications, and hardware. In addition to day-to-day incident and request management, the role encompasses IT asset lifecycle support, meeting room technology maintenance and end-to-end AV/IT setup for company events. The P2 level is expected to work with greater autonomy than an entry-level analyst, take ownership of moderately complex issues, and contribute to knowledge-base development and process improvement. Strong verbal and written communication skills, with fluency in English, are essential for this role.\nA day in the life (Responsibilities)\nService Desk Operations\nReceive, log, triage, and resolve incidents and service requests submitted via Slack, Email, and ServiceNow.\nProvide Level 1 and Level 2 support for operating systems (macOS Tahoe, Windows 11, Linux),\nproductivity suites (Microsoft 365, Google Workspace), collaboration tools (Teams, Zoom, Slack) and business applications.\nDiagnose and resolve hardware faults on desktops, laptops, monitors, printers, and peripherals.\nManage and update tickets throughout their lifecycle in ServiceNow, ensuring accurate documentation of troubleshooting steps, resolution notes, and time tracking.\nEscalate complex or unresolved issues to Level 3 support or specialist teams with full documentation.\nMeet or exceed defined SLA targets for response and resolution times.\nIT Asset Management\nManage the full lifecycle of IT assets including procurement intake, configuration, deployment, tracking and retirement.\nMaintain accurate records in the IT Asset Management (ITAM) system for laptops, monitors, accessories and peripherals.\nConduct periodic asset audits to verify inventory accuracy and flag discrepancies.\nPrepare and configure new-hire equipment (laptop imaging, software provisioning, account setup) across macOS, Windows, and Linux environments.\nCoordinate timely collection and secure disposal or reallocation of assets from departing employees.\nManage stock levels for consumables and accessories (cables, docking stations, keyboard/mouse sets) and raise replenishment requests as needed\nMeeting Room Technology\nMaintain and support AV and IT equipment in all meeting and collaboration rooms (display screens, video conferencing systems, room booking panels, speakerphones, HDMI/USB-C connections).\nConduct routine checks to ensure all meeting rooms are fully operational at the start of each business day.\nTroubleshoot and resolve meeting room technology issues promptly to minimise disruption to scheduled meetings.\nCoordinate with facilities and vendors for hardware repairs, warranty replacements, or upgrades.\nCreate and maintain user guides for meeting room equipment.\nEvent & Town Hall IT Support\nPartner with the events team and internal stakeholders to plan and deliver IT and AV support for company events including Town Halls, All-Hands meetings, off-sites, and external events.\nSet up, test, and operate AV equipment including projectors, large-format displays, microphones, live-streaming platforms and hybrid conferencing tools.\nServe as on-site IT support during events, ensuring real-time issue resolution with minimal disruption.\nConduct pre-event technical rehearsals and post-event teardown.\nDocument event setup configurations for repeatability and future reference.\nKnowledge Management & Continuous Improvement\nContribute to and maintain the IT knowledge base with accurate how-to guides, FAQs and troubleshooting articles.\nIdentify recurring issues and propose root-cause fixes or user-education initiatives.\nSupport onboarding sessions to help new employees get comfortable with IT tools and processes.\nParticipate in team meetings, retrospectives, and process improvement initiatives.\nWhat you'll need to thrive (Requirements)\nBachelor's degree in Information Technology, Computer Science, or a related field; or equivalent practical experience\n3-5 years in an IT support or service desk role\nOS Proficiency: macOS Tahoe, Windows 11, and Linux - administration and troubleshooting across all three platforms\nApplications: Google Workspace, Microsoft 365, Active Directory / Azure AD, endpoint management tools (Intune, JAMF, or equivalent)\nHardware: Hands-on experience with laptop/desktop builds, peripherals, and AV equipment\nITSM Tools: Proficiency in ServiceNow (incident, request, and asset management) and Jira (task and project tracking) - both are essential\nThis role follows a rotational shift schedule, with shifts changing every quarter. Shift windows (IST): 3:00 PM - 12:00 AM IST | 6:00 PM - 3:00 AM IST | 10:00 PM - 7:00 AM IST\nMonday -Thursday: Work from office (mandatory) & Friday: Remote/flexible, subject to business requirements\nCertifications: CompTIA A+ or equivalent (preferred); ITIL Foundation v4 (preferred)\nTechnical\nStrong hardware and software troubleshooting methodology across macOS Tahoe, Windows 11 and Linux.\nProficient in ServiceNow for end-to-end ticket lifecycle management.\nWorking knowledge of Jira for task tracking and cross-team coordination.\nWorking knowledge of networking fundamentals (DNS, DHCP , VPN, Wi-Fi).\nFamiliarity with AV systems and video conferencing platforms (Zoom Rooms, Microsoft Teams Rooms, Google Meet).\nBasic understanding of asset management principles and ITAM tools.\nInterpersonal & Professional\nClear and empathetic communication with both technical and non-technical stakeholders.\nAbility to manage multiple concurrent tasks and prioritise effectively under pressure.\nCustomer-first mindset with a high standard for service quality.\nProactive ownership of issues through to resolution.\nComfortable working independently and as part of a collaborative team.\nWorking Conditions\nOffice-based with occasional requirements to support off-site events.\nMay require early starts, late finishes, or weekend availability to support events and scheduled maintenance windows.\nPhysical activity involved: carrying and setting up IT equipment, mounting displays, cable management.\nPerformance Indicators\nSLA compliance rate (response and resolution targets)\nCustomer satisfaction (CSAT) scores\nAsset inventory accuracy\nFirst-contact resolution rate\nKnowledge base article contributions\nEvent support delivery - zero critical failures\nAI at Toast\nAt Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.\nOur Total Rewards Philosophy\nWe strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.\nHow Toast Uses AI in its Hiring Process\nThroughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. We ask that you complete interviews and assessments on your own, without real-time AI tools, recording, or transcription bots, unless we tell you otherwise in advance. To learn more: https://careers.toasttab.com/ai-in-hiring\nOur Approach to Hybrid Working\nWe embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the hospitality community, regardless of location. Please visit the Locations page on our career site to learn more about our in-office expectations by region: https://careers.toasttab.com/locations-toast\nPeople Are the Secret Ingredient in Our Recipe for Success\nAt Toast, our employees are our secret ingredient-when they thrive, we thrive. The restaurant industry brings together people with a wide range of backgrounds, experiences, and perspectives, and we value that same breadth at Toast. We strive to build a culture grounded in authenticity, respect, and humility, where every Toaster has a real opportunity to grow, contribute, and do their best work-raising the bar in delivering exceptional experiences for our customers and each other.\nWe Thrive Together\nWe embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast.\nApply today!\nToast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact .\n------\nFor roles in the United States, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.","description_format":"text","description_chars":9963,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Company events","Hybrid work"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["POS Systems","Payment Processing & Gateways"],"lifecycle":[{"event":"open","at":"2026-09-05T15:13:52Z"}],"visa":[],"liveness":{"score":5,"band":"cold","label":"Long shot","p_open":0.4,"p_active":0.368,"p_room":0.36,"age_days":59,"expected_fill_days":32,"reasons":["seen:59","stale_co","velocity","win:tail","crowd:junior,brand"],"computed_at":"2026-10-30T05:48:23Z"},"pay":null,"html_url":"https://alion.io/job/toast-it-help-desk-analyst","json_url":"https://alion.io/job/toast-it-help-desk-analyst.json","meta":{"generated_at":"2026-10-30T07:54:55Z","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":11131,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-31T00:00:00Z"}},"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":13243},"rest":"https://alion.io/mcp/rest/get_company?id=13243"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftoast-it-help-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%2Ftoast-it-help-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%2Ftoast-it-help-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/toast-it-help-desk-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftoast-it-help-desk-analyst"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":301860}},{"tool":"search_jobs","arguments":{"company":"toasttab.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":301860},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}