Help Desk Analyst

About Us Doma Technology LLC offers solutions for lenders, real estate professionals, title agents, and homeowners that make closings vastly simpler and more efficient, reducing cost and increasing customer satisfaction. Our Values Obsessively Entrepreneurial - We encourage calculated risk-taking, and we know that some of our best learning happens by making mistakes along the way. People First - We communicate with honesty and respect to our customers, colleagues, and partners. Better Together - We believe diversity, equity and inclusion creates value through the differences in our backgrounds, experiences, and perspectives. Act with Integrity - We hold ourselves to the highest ethical standards in all of our business practices. Position Summary The IT Help Desk Analyst serves as the first line of technical support for Doma employees, ensuring timely, accurate, and professional assistance across all IT systems and services. This role provides Tier 1 support while following defined escalation paths to the IT Manager and Tier 3 resources (Security Operations or Engineering) as needed. The analyst plays a critical role in maintaining employee productivity, safeguarding data integrity, and delivering consistent, high‑quality user experience from onboarding through offboarding. Key Responsibilities Service & Support Serve as the first point of contact for IT issues through Jira Service Management, email, Teams, and phone. Troubleshoot and resolve Tier 1 issues related to hardware, software, networking, M365, and access requests. Escalate unresolved or high‑impact incidents to the IT Manager for review and assignment to Tier 3 (Security or Engineering) or, when applicable, the MSP Tier 2/Tier 3 team. Maintain SLAs and ensure clear, timely communication with end users. Deliver courteous, white‑glove support to executives and VIPs while maintaining strict confidentiality. Onboarding & Offboarding Coordinate device provisioning, account creation, MFA setup, and Day‑1 readiness. Execute offboarding tasks, ensuring accounts are deactivated, assets retrieved, and licenses reclaimed. Collaborate with HR and the IT Manager to maintain compliance and track all access changes. Access & Identity Management Perform password resets, MFA enrollments, mailbox permissions, and group membership changes per approval workflows. Follow all access governance and change control processes; maintain audit trails. Incident Documentation & Knowledge Management Record troubleshooting steps and resolutions in Jira Service Management. Update and maintain KB articles, FAQs, and quick guides. Identify repetitive issues and propose self‑service or automation opportunities. Asset & Device Management Track equipment assignment and returns using Snipe‑IT or equivalent asset tool. Work with MSP to manage shipments, returns, and device reimaging. Continuous Improvement Proactively identify opportunities to automate, streamline, or reduce common ticket types. Participate in weekly service reviews and recommend improvements to support workflows. Skills & Qualifications Required Strong technical aptitude and ability to learn new tools quickly. Excellent customer service, communication, and documentation skills. Understanding of Windows/macOS systems, Microsoft 365, Teams, VPN, and remote access technologies. Experience with ITSM/ticketing systems (Jira Service Management, ServiceNow, etc.). Demonstrated ability to elevate appropriately and collaborate across teams with professionalism and discretion. Preferred Familiarity with Intune, Jamf, Entra ID (Azure AD), or equivalent MDM/identity tools. Understanding of basic networking and connectivity troubleshooting. Awareness of ITIL principles (Incident, Request, Problem, Change). CompTIA A+, ITIL Foundation, or similar certification. Benefits We offer a comprehensive package of benefits to eligible employees (FTE, non‑contract): medical/dental/vision insurance, 401(k), generous vacation time, and paid bonding leave. We currently offer the following benefits to all Full‑Time employees: Work/Life Balance – We encourage taking Paid Time Off (PTO). 12 Weeks of Paid Family Bonding Leave (Maternity and Paternity). Incredible medical, dental, and vision benefits options to allow you to customize to you and your family’s needs that all start in the following month following your first day of employment. Health Savings Account (HSA). 401K with company match program. Short‑Term & Long‑Term Disability. Supplemental Life and AD&D Insurance. Critical Illness, Injury and Hospital Insurance. Equal Opportunity We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. #J-18808-Ljbffr