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Manchester, NH: IT Service Desk Analyst

  • Application Deadline: Dec. 21, 2019
  • Manchester
  • Application Deadline: Dec. 21, 2019
  • Manchester

Service Desk Analyst - IT Infrastructure Team

Meltwater is hiring an IT Service Desk Analyst in our Manchester, NH Office. We are seeking a self-motivated, tech savvy, team player with strong IT Help Desk and User Support experience.

Skills & Requirements


  • Provide 1st and 2nd line Support for both the Meltwater and Shack15 infrastructures (if present).
  • Provide 1st and 2nd line Support for the users utilizing the HelpDesk Trouble Ticket System.

  • Provide 1st and 2nd line support remotely when needed.

  • Management of IT equipment in support of user onboarding and offboarding.

  • Troubleshoot and resolve hardware and software problems.
  • Provide support to other members of the Service Desk Team in resolving problems.
  • Being responsible for taking ownership of issues and tickets until they are fully resolved and communicating to all relevant parties.
  • Escalate issues to the Service Desk Manager when required and work with the Tier 3 Team for problem resolution.
  • Define and perform laptop backups and recovery procedures as required.
  • Recommend and execute modifications to systems to increase efficiency, reliability, and performance
  • Create and maintain documentation relating to system configuration, mapping, processes, and service records
  • Ensure system connectivity to shared software, groupware, and other applications
  • In conjunction with other members of the IT Service Desk Team, establish and implement policies, procedures, and technologies (including firewalls) to ensure overall systems security
  • Procurement of IT equipment as needed and directed.
  • Conduct research on hardware and software in support of procurement and system development efforts.
  • Review and implement new system releases and vendor supplied patches for all desktop hardware.
  • Develop and maintain training materials for end users, team members and colleagues.
  • Be involved in projects related to the IT Service Desk Team, whether it be from a design, research, implementation or testing perspective as directed by the IT Service Desk Manager and the IT PMO.
  • Provide Support to other Meltwater Offices as required.



  • Must have experience and knowledge supporting users on Windows and OSX/MacOS
  • Excellent troubleshooting ability and knowledge of supporting hardware on HP, Lenovo, and Apple.
  • Must possess Windows 7/10, Office 2013/2016 knowledge and experience
  • Must have experience troubleshooting LAN, WAN, Routing, Switching issues.
  • SaaS and Cloud software and infrastructure knowledge using Google Apps and Office 365 including Outlook.
  • Ability to work to strict deadlines without supervision
  • Ability to communicate and escalate within a Global Team


  • Microsoft Azure Active Directory knowledge
  • VoIP Telephony knowledge
  • Microsoft Windows Servers skills on 2008/2012
  • Active Directory user management
  • Ideally have attained MSCE or MCP accreditation or recognised IT accreditation
  • Knowledge of various scripting languages
  • Knowledge of Cisco and Meraki firewalls and Wireless technology.
  • A/V Experience including TV’s, Video, and Music Systems


  • Communication, communication, communication. Have we made that clear enough for you?
  • Strong service-oriented mentality
  • Must work well in teams and independently
  • Gotta be able to have some fun sometimes, and not take yourself too seriously

Great Place to Work

  • Competitive Salary

  • Fresh fruits & free drinks

  • Internal hackathons

  • Personal Branding Support

  • Ergonomic desks and chairs

  • Great hardware

  • Opportunities to travel

  • Open Source Contributions

  • Conferences and Tech Talks

About the company

Meltwater builds digital intelligence and marketing solutions for a global client base. All of our solutions are fully web-based, offered as a service, and based on a modern technology stack. This is your opportunity to be part of a small agile team within a big multinational organization!

Read on our underthehood blog to see which problems our engineers are solving. Also have a look at what life is like at Meltwater. We are more than 1200 people across the globe, so there is a lot going on. To learn even more about who we are and what we do, visit our company profiles on Xing, LinkedIn, Facebook, and Twitter.

Scott Davidson | Hiring Manager

I'm interested
Meltwater IT

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