IT Service Desk Analyst

 Sojern - Company site
 January 13, 2022

About Us:

Headquartered in San Francisco with key offices in Dublin, Omaha and London, and Singapore. Sojern is the world’s leading data-driven traveler engagement platform that delivers the most efficient marketing, distribution, monetization and insight solutions at scale. Since 2007, the company has helped 500+ global travel brands more efficiently and meaningfully engage with travelers to drive conversions and loyalty.  We have a fun and collaborative culture. This position will work in the US, either remotely, or out of the Omaha office.


As an IT Service Desk Analyst, with a vertical in Apple, Mac, Jamf & MS products/technologies, you will be providing customer service technical IT service desk support to a mid sized user base. You will be responsible for providing technical expertise, printer support, and all other end-user devices, as well as maintaining, installing, upgrading, modifying, integrating, customising and administering user Apple Macbook laptops and a small number of Windows 10 OS devices. 

This position will be responsible for the day-to-day Service Desk support of Sojern end-users. You will be responsible for coordinating global procurement of employee equipment including the technical provisioning and onboarding of employees globally. The position reports to the Senior Manager of IT, and works with functional team leaders and teams to ensure that the IT operations are continuous, secure, accurate, current and well-utilized. This position is a hybrid work role with remote work and some in office responsibilities such as computer setup in local offices, shipping/receiving, stocking computer equipment and support of onsite computer equipment. The position will also require regular work with the company’s business SaaS applications, systems administrations and business productivity platform (Google Workspace). This position will work a revolving schedule, but mainly will work 3:00 PM to Midnight CST, Sunday – Thursday, or similar. The position has no direct reports but manages the delivery of services. The position is responsible for adhering to and executing the IT Strategic Plan & Security Policies.


  • Good working knowledge and experience of the following: Google Workspace and Apps, Office 365, Slack, Salesforce

  • Administration and maintenance of Cloud based services

  • Configure and solve software and hardware issues on Apple MacOS, iOS (Apple Genius Bar experience a plus)

  • Technical Support knowledge and experience with Apple / Mac OS (98% of environment) and MS Windows (2% of environment)

  • Experience monitoring & troubleshooting office compute devices (printers, video conference and  network equipment (Meraki)

  • Flexible mindset with experience and desire to work in dynamic environment–if you are rigid and don’t like things to change, this not the role for you

  • Strong analytical, time management and self motivated capabilities

  • Ability to manage multiple complex projects at the same time

  • Experience with 3rd-party vendors

  • Prioritize daily intake of tickets and project-related tasks

  • Properly managing company compute assets and inventory tracking

  • Excellent customer service, interpersonal skills, telephone etiquette and problem-solving skills

  • Ability to extend services and support for VIPs and key stakeholders in a timely manner

  • Excellent oral and written communication skills

  • Experience with planning hardware and software procurement

  • Serve as a liaison for staff and provide technology training along with as needed 1-on-1 follow-up

  • Educational requirements: Associate’s degree in Information Technology Management or applicable technical certifications

  • Minimum 1 years of Service Desk or IT Technician related experience including VIP support

  • Minimum1 years of professional Mac desktop/laptop and Apple support required

  • Excellent understanding of computer hardware, operating system functions, and components

  • Must be familiar with multiple makes / models of desktops and laptops with a keen ability to troubleshoot on both Mac and PC Platforms

  • Provide desktop support with some outside of normal business hours may be occasionally required 


Health: Comprehensive medical, dental, & vision coverage

Wealth: Stock options

Wares: Hardware & Software of your choice

Parties: Our team loves a good time

Snacks: Well-stocked kitchen

Opportunities: Training and support to help you grow

At Sojern, we work to create a brave space that seeks out, embraces, and promotes diverse thoughts, beliefs, and experiences of Sojernistas globally.

We are building a workforce that represents the customer base we are serving and the world we live in. A diversified workforce is an innovative workforce. Just as there is no one archetype traveler, there is no one archetype employee. We foster diversity and inclusion across the company, actively seeking to amplify underrepresented voices and apply diverse perspectives to ensure products, policies, and programs are relevant for our employees and clients alike.

Embracing our differences and celebrating them moves us towards our goal of making travel inclusive of all. Sojern has over 15 employee-led Affinity Groups, including Embrace Inclusion, So-Proud, Sojern Women’s Group, Sojern Gives Back, and more, which are the core of our culture, fostering belonging, inspiring learning, and creating opportunities for all Sojernistas across the globe.

At Sojern, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, gender orientation, sexual orientation, age, marital status, veteran status, or disability status.