Help Desk Analyst

We run one of the larger SaaS platforms for commercial insurance carriers, processing millions of policy transactions a year. Our engineering group is split into roughly 60 product teams, each owning its services end to end, with on-call shared across time zones. Founded in 1993, we now have 3,900 employees.

About the role:

This is a newly created position. Our IT team closes around 600 tickets a month and needs one more person on the desk. We want someone who stays calm with frustrated users and keeps good notes in the ticket. Remote within the Netherlands. The team meets in The Hague once a quarter, travel covered.

What you'll be doing:

• Escalate network, server and application problems to the right team with clear notes
• Image, deploy and recover Windows 11 and macOS laptops using Intune, Autopilot or Jamf
• Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice
• Install and update approved software and remove anything unlicensed
• Connect remote users to VPN and troubleshoot access issues
• Write and update knowledge base articles for common problems

Required qualifications:

• High school diploma or GED required. Associate degree in IT preferred
• CompTIA A+ certification or equivalent hands-on experience
• Customer service skills and patience with non-technical users
• Valid driver's licence and reliable transportation for travel between sites
• Basic networking: IP addressing, DHCP, DNS, Wi-Fi troubleshooting
• Experience with Active Directory user and group management
• Working knowledge of Windows 10/11 and basic macOS support

Preferred:

• ITIL 4 Foundation
• Experience supporting healthcare, legal or manufacturing environments
• Intune, Jamf or SCCM/MECM

Schedule: Standard business hours (8:30 AM to 5:30 PM) plus one weekend on-call per month

Compensation: €16.00-€19.00 an hour

Benefits:

• Pension scheme
• 25 annual leave days
• Travel allowance
• Bike plan

Please submit your CV in English.

Tell us your notice period and what salary you are looking for.

Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at de Jong Digital.