ITHelpDeskAnalyst

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. The IT Help Desk Analyst 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 Hluency in English, are essential for this role. A day in the life (Responsibilities): 1. Help Desk Operations Receive, log, triage, and resolve incidents and service requests submitted via Slack, Email, and ServiceNow. Provide Level 1 and Level 2 support for operating systems (macOS Tahoe, Windows 11, Linux), productivity suites (Microsoft 365, Google Workspace), collaboration tools (Teams, Zoom, Slack), and business applications. Diagnose and resolve hardware faults on desktops, laptops, monitors, printers, and peripherals. Manage and update tickets throughout their lifecycle in ServiceNow, ensuring accurate documentation of troubleshooting steps, resolution notes, and time tracking. Escalate complex or unresolved issues to Level 3 support or specialist teams with full documentation. Meet or exceed defined SLA targets for response and resolution times. IT Asset Management Manage the full lifecycle of IT assets including procurement intake, configuration, deployment, tracking, and retirement. Maintain accurate records in the IT Asset Management (ITAM) system for laptops, monitors, accessories, and peripherals. Conduct periodic asset audits to verify inventory accuracy and flag discrepancies. Prepare