Junior IT Analyst

WHO WE ARE:

Leap is revolutionizing the event technology industry by empowering organizers to create experiences that are more engaging, more thrilling, and more impactful than ever before. Our all-in-one suite of ticketing, mobile apps, experiential marketing, and patron management tools, combined with our expert marketing services, allows organizers to drive nonstop engagement and capture all customer data from their entire event. That’s why iconic brands like New York Comic Con, Bonnaroo, Illuminarium, and the NHL choose us to power their events.

We are a diverse and passionate team of event experts and fans who are dedicated to helping organizers transform their event experiences. Like our clients, we live and breathe events. We take our passion, knowledge, and hands-on experience and apply it to our work every single day. With offices in Dallas, Montreal, and Sydney, and an expansive remote workforce across the globe, our diverse backgrounds give us the experience needed to create incredible events for any industry, anywhere in the world.

Leap Event Technology is seeking a motivated Junior IT Analyst to assist with Leap’s IT Operations. This role is primarily responsible for providing Level 1 helpdesk support, serving as the first point of contact for technical issues and service requests across the organization. A particular focus of this role will be managing employee onboardings, including account setup, system and application access, device provisioning, and coordinating hardware shipments, ensuring a smooth first-day experience for new hires.

The ideal candidate has hands-on experience in a fast-paced helpdesk environment, is highly organized, demonstrates strong troubleshooting skills, and collaborates effectively with cross-functional teams.

Sounds interesting? Let’s talk.

AS A JUNIOR IT ANALYST, YOU WILL:

• Assist in the day to day service desk operations of Leap’s IT team

• Provide technical support to end users via tickets, email, phone call and chat 

• Triage and fulfill system access requests in accordance with Leap’s Service Desk Catalog

• Oversee employee onboardings and associated lifecycle processses: 

  • Act as the central point of contact for all newly hired employees

  • Set up and provision user accounts (e.g. email, and SaaS applications)

  • Prepare, provision and ship personnel laptops 

  • Familiarize new hires with Leap’s systems and applications

  • Deprovision user accounts and revoke system and application access during offboardings

  • Arrange return shipments or box drop-offs for offboarded employees

  • Maintain accurate records of IT hardware purchases and expenditures in the hardware tracker

• Coordinate with senior team members and escalate issues as required

• Troubleshoot hardware and OS related issues with personnel laptops (e.g. macOS, Windows) 

• Triage, document and log all support requests on our ticketing system

• Troubleshoot and resolve problems related to network, hardware, software applications, and operating systems

• Contribute to the IT knowledge base by documenting procedures and creating user guides  

• Participate in an on-call rotation to provide after-hours helpdesk support as required

EXPERIENCE & SKILLS:

• Associate's Degree

• 2+ years of experience in IT/Helpdesk support position, with a focus on hardware and network troubleshooting.

• 1+ experience working in a Google Workspace Environment, prior Google Workspace administration experience is required

• 1+ years experience support experience in Windows and Mac environments 

• Prior experience supporting and administrating the following enterprise tools is preferred:
  MDM (Jamf, Kaseya), Enterprise Anti-Virus, Atlassian (Jira Service Desk)

• Excellent written and oral communication skills

• Highly organized and detail oriented

• Exceptional problem-solving and analytical thinking skills

• Strong time management and task prioritization skills

• Must be self-motivated and have a desire and curiosity to constantly improve technical skills and keep up to date with technological advances

• Relevant certifications (e.g., CompTIA A+) preferred. ITIL Certification is a plus.

BENEFITS:

We offer 

• Medical, Dental, Vision, and Voluntary benefits

• Generous PTO

• Paid parental leave (following 12 months of continuous employment)

• 401K Match

• $200 event reimbursement

• 360 Learning, a world-class learning and development platform

LEARN MORE:

https://leapevent.tech/

ADDITIONAL INFORMATION:

Leap Event Technology requires all Event Operations employees and contractors who will be representing the company at a client event to be fully vaccinated at least two weeks prior to attending. Exemptions are determined by the event organizer. Employees are not required to be fully vaccinated to be present at an office facility. 

*Leap Event Technology provides equal opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.