Service Desk Analyst

Job Locations US-TX-Plano
Posted Date 3 weeks ago(10/1/2020 3:26 PM)
Professional Services


IT Service Desk Analyst – Plano, Texas




Appen collects and labels images, text, speech, audio, video, and other data used to build and continuously improve the world’s most innovative artificial intelligence systems. Our expertise includes having a global crowd of over 1 million skilled contractors who speak over 180 languages and dialects, in over 70,000 locations and 130 countries, and the industry’s most advanced AI-assisted data annotation platform. Our reliable training data gives leaders in technology, automotive, financial services, retail, healthcare, and governments the confidence to deploy world-class AI products. Founded in 1996, Appen has customers and offices globally.




In this role, your primary responsibility is to provide effective and timely on-ground and remote IT support to Appen employees based in the Plano office. You will prepare both Windows and Mac computers according to corporate standards, ship them to new hires, and provide ongoing support. As time allows, you will also be expected to help the Service Desk team resolve issues reported in the Solarwinds incident management environment that have been reported by internal users from other US regions.


You will help maintain shared inventory documentation of computer systems and peripheral devices, and will be responsible for submitting procurement requests to maintain availability of such hardware for your region.


You will be asked to perform other tasks as needed, in alignment with the goals and priorities of the IT Service Desk team.




Must be willing to work on-site at the Appen Plano office.

Experience with Windows and Mac end user support.

Experience with Windows and Mac computer setup and troubleshooting.

Experience with Active Directory user and computer management.

Must be able to work effectively with minimal supervision, demonstrating initiative and attention to detail.

Knowledge of user account management for Active Directory, Office 365, and G Suite; experience with Centrify/Idaptive is desirable.

Ability to write and speak clearly and concisely in English.

Ability to use internal and external information sources effectively.

General understanding of networking principles.

Familiarity with ITIL 4 framework and customer service principles is desirable.

Experience with audio/teleconferencing tools and software is desirable.


Duties & Responsibilities


Provide on-ground IT support to internal users based in the Plano office.

Provide remote IT support to internal users from other regions as time allows.

Onboarding and offboarding users, setting up and tearing down computer builds and user accounts.

Desktop support for Windows and Mac platforms.

Investigating and evaluating incident reports, and escalating actionable items to the System Administration team as needed.

Monitoring and maintaining local IT hardware inventory.

Occasional project team work to deploy solutions for the business.

Training and assisting internal users with the use of technology.

Applying clear writing skills to help maintain shared documentation of IT process and procedures.


Qualifications & education


At least three years of experience in a similar IT support role.

An IT-related degree and/or certifications are desirable.



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, gensexual orientation, age, marital status, veteran status, or disability status.



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