Service Desk Analyst I
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
Qualifications & skills
- 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
Base salary is one component of total compensation. Employees may also be eligible for an annual bonus or commission. Some roles may also be eligible for overtime pay. The above represents the expected base compensation range for this job requisition. Ultimately, in determining your pay, we’ll consider many factors including, but not limited to, skills, experience, qualifications, geographic location, and other job-related factors.
InvoiceCloud is an Equal Opportunity Employer.
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InvoiceCloud provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at our company, please contact jobs@invoicecloud.com.
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Perks and Benefits
Health and Wellness
Parental Benefits
Work Flexibility
Office Life and Perks
Vacation and Time Off
Financial and Retirement
Professional Development
Diversity and Inclusion