IT HelpDesk Analyst – Service Desk (P2)

About the role

Toast is seeking an IT HelpDesk Analyst (P2) to deliver autonomous technical assistance across software applications and hardware for its restaurant platform. You will take ownership of moderately complex issues, support internal users, and help keep the company’s technology running smoothly.

Key responsibilities

• Log, triage, and resolve Level 1/2 incidents via Slack, Email, and ServiceNow while meeting SLA targets.
• Manage the IT asset lifecycle, including inventory audits, new‑hire provisioning, and equipment disposal.
• Maintain AV/IT equipment in collaboration rooms and provide live technical support for company Town Halls and events.
• Draft internal troubleshooting guides and conduct IT onboarding sessions for new employees.

Required profile

• Strong troubleshooting methodology for macOS Tahoe, Windows 11, and Linux.
• Proficiency with ServiceNow for end‑to‑end ticket lifecycle management.
• Working knowledge of Jira for task tracking and cross‑team coordination.
• Understanding of networking fundamentals such as DNS, DHCP, VPN, and Wi‑Fi.
• Familiarity with AV systems and video‑conferencing platforms (Zoom Rooms, Microsoft Teams Rooms, Google Meet).
• Basic knowledge of asset management principles and ITAM tools.

Required skills

• macOS Tahoe
• Windows 11
• Linux
• ServiceNow
• Jira
• DNS, DHCP, VPN, Wi‑Fi
• Zoom Rooms, Microsoft Teams Rooms, Google Meet
• Google Workspace, Microsoft 365, Slack, Teams
• Active Directory / Azure AD
• Intune or JAMF
• IT asset management and ITAM tools

What we offer

• Access to AI tools and learning opportunities across the organization.
• Supportive culture that encourages continuous learning and innovation.
• Comprehensive total rewards package.