Service Desk Analyst

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Abnormal Security

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Abnormal provides total protection against the widest range of attacks including phishing, malware, ransomware, social engineering, executive impersonation, supply chain compromise, internal account compromise, spam, and graymail.

📋 Description

• Serve as the primary point of contact for IT support requests from both onsite and remote employees. • Manage incidents and service requests through ticketing systems (e.g., ServiceNow, JIRA) including logging, triaging, tracking, and resolving issues. • Provide hands-on support for video conferencing tools (e.g., Zoom), printers, and general office IT infrastructure. • Escalate complex issues to senior engineers, ensuring timely follow-up and resolution. • Deploy, configure, troubleshoot, and decommission macOS and Windows laptops/desktops. • Handle all aspects of employee onboarding and offboarding, including hardware/software provisioning and access rights management. • Administer endpoint and SaaS applications, manage license allocations, and troubleshoot access/performance issues. • Support SaaS platforms including Okta, Google Workspace, Microsoft 365, Slack, and Zoom. • Maintain and update IT documentation (troubleshooting guides, SOPs, best practices) using Confluence and Google Drive. • Actively participate in automation, AI enablement, and operational excellence initiatives designed to reduce manual effort and improve delivery. • Identify repetitive support workflows and partner to automate manual processes. • Contribute to ServiceNow workflow improvements, self-service capabilities, and service catalog enhancements. • Develop and maintain knowledge base content that improves ticket deflection and employee self-service adoption. • Analyze support trends and recommend improvements to reduce recurring issues and improve the employee experience. • Support implementation and testing of automation initiatives across onboarding, access management, and employee lifecycle flows.

🎯 Requirements

• 4–5 years of experience in IT support or service desk roles supporting both macOS and Windows environments. • Bachelor’s degree in Computer Science, Information Technology, or a related field. • Proven experience with end-user hardware setup, configuration, and lifecycle management. • Proficiency with SaaS applications including Okta, Google Workspace, Microsoft 365, Slack, and Zoom. • Familiarity with Active Directory, identity and access management (SAML, Okta), and VPN support. • Working knowledge of basic networking (TCP/IP), endpoint security, and mobile device management tools (e.g., Jamf, VMware Workspace ONE). • Strong problem-solving skills, with the ability to efficiently prioritize and execute tasks. • Excellent customer service, interpersonal, and communication skills. • Experience supporting or administering ServiceNow workflows. • Familiarity with AI Tooling such as Claude, Gemini or ChatGPT. • Experience creating or maintaining self-service resources and employee-facing knowledge bases. • Demonstrated ability to identify process improvement opportunities and drive operational efficiencies.

🏖️ Benefits

• Abnormal AI is an equal opportunity employer. • Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law.