At Shutterfly, we make life's experiences unforgettable. We believe there is extraordinary power in the self-expression. That's why our family of brands helps customers create products and capture moments that reflect who they uniquely are.Shutterfly is seeking a highly motivated and detail-oriented Service Desk Analyst to join our dynamic team. The ideal candidate will possess a strong technical background, with hands-on experience in modern IT environments. You will be responsible for providing comprehensive technical support, ensuring the smooth operation of our IT systems, and contributing to a positive user experience across the organization.The Skills You'll Bring:

Technical Support: Provide expert-level technical support to employees, resolving hardware, software, and network-related issues in a timely and efficient manner. This includes support for Windows and Mac OS platforms and mobile devices.

ServiceNow Management: Monitor, prioritize, and respond to IT support tickets through the ServiceNow platform, ensuring issues are resolved within established SLAs.

System Administration: Manage Active Directory (AD) environments, including both Azure AD and on-premises AD, to create and manage user accounts, groups, permissions, and security policies. Handle tasks such as password resets, account unlocks, and user provisioning/deprovisioning.

Hardware: Perform computer imaging, software installation, and configuration management to ensure all deployed systems meet organizational standards and are ready for end-user use.
Office 365 & Azure Support: Troubleshoot and resolve issues related to Microsoft Office 365 suite, including Exchange Online, SharePoint, OneDrive, and Teams.

Networking: Troubleshoot and maintain network infrastructure, including Infoblox DNS management, Wi-Fi technologies, and other network-related tools. Ensure reliable and secure network connectivity for all users.

Security & Compliance: Support IT security initiatives by managing and troubleshooting Proofpoint email security solutions, and other security tools. Assist in maintaining compliance with internal security policies and industry regulations.

Collaboration & Documentation: Work closely with other IT teams and external vendors to escalate and resolve complex technical issues. Maintain accurate and up-to-date documentation of IT processes, procedures, and asset management records.

The Skills You'll Bring:

High School Diploma or equivalent required. An Associate's degree in Information Technology, Computer Science, or a related field is preferred.

A minimum of 2 years of experience as a Level 2 Helpdesk Technician or in a similar IT support role. Experience in a manufacturing environment is highly desirable but not required.

Proficiency in using and managing the ServiceNow ticketing system.

Strong expertise in Windows 10/11 and Mac OS support.

Advanced knowledge of Office 365 administration.

Hands-on experience with Azure Active Directory, including integration with on-premises AD.

Proficient in computer hardware imaging and new computer provisioning, including installation, configuration, and deployment of operating systems and software to meet organizational standards.

Familiarity with networking technologies, including Infoblox DNS, Wi-Fi systems, and Proofpoint security solutions.

Excellent troubleshooting and problem-solving abilities.

Effective communication skills, with the ability to explain technical concepts to non-technical users.

Ability to work effectively in a fast-paced, dynamic environment and manage multiple priorities.

Preferred Qualifications:

Experience in supporting IT operations within a manufacturing setting.

Certifications such as CompTIA A+, Microsoft Certified: Azure Fundamentals, or similar are a plus.

Supporting a diverse and inclusive workforce is important to Shutterfly not only because it directly reflects our value of Embracing our Differences, but also because it's the right thing to do for our business and for our people. We welcome all applicants and evaluate them based on their qualifications, without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or other characteristic covered by law. Learn more about our commitment to Diversity, Equity, and Inclusion on our Career Site.This position will accept applications on an ongoing basis until filled.#SFLYTechnology