Openings

We think work should be a place to connect, collaborate, learn and grow — a place where you can stake your claim and make a difference. And we believe the best work is done when people feel like they are a part of something greater. We are Terakeet.

Help Desk Analyst

Information Technology  |  Syracuse

About Terakeet

Terakeet is an enterprise search engine optimization company that leverages 20+ years of expertise and our best-in-class proprietary technology to earn significant organic search engine visibility and brand reputation protection for Fortune 500 companies and other global brands.

Summary

The Help Desk Analyst is responsible for supporting Terakeet employees with all service desk requests and issues. The Help Desk Analyst reports directly to the Director of Information Technology.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the following essential functions:

  • Provides hands-on technical support (on-site/ remotely) to resolve issues related to Terakeet’s Apple environment (Macbooks).
  • Responds to and diagnoses IT related problems through discussions with Terakeet employees.
  • Excellent customer service skills to entire organization of 300 + employees.
  • Responsible for supporting the IT service desk by providing end-user support via phone calls, e-mails, self-service requests, and walk-up requests.
  • Provides support, identifies, researches, and resolves technical problems.
  • Responsible for setup and configuration of new employee devices.
  • Leverage Terakeet IT helpdesk requests (zendesk) to build a corporate knowledge base of daily problems and remedial actions taken, or installation activities.
  • Required to support the management of IT-related inventory assets.
  • Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures.
  • At times work directly with Office Manager to execute facilities related activities.

The above description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. 

Preferred Education, Experience, and Skills

  • Preferred minimum of 1-2 years of experience supporting an IT service desk.
  • Hands-on technical experience with Mac OS operating systems (Catalina, Big Sur) and Apple MacBooks model year 2017 and greater (M1) required. Including upgrading and apply system updates.
  • Experience with Google Suite (Workspace) administration a plus.
  • Experience with Mobile Device Management for Apple devices a plus.
  • Strong written and verbal communication skills.
  • Solid organizational and time-management skills, with the ability to prioritize and meet tight deadlines and work well in a fast-paced environment with limited supervision.
  • Ability to think critically and solve complex IT problems and challenges.
  • Strong relationship building and collaboration skills with employees throughout the organization.

EEO Statement

Terakeet provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.

Maybe you’d like to work here. Maybe you know someone who already does. Or maybe you just stumbled upon us and like what you see so far. Whoever you are, join us as we build a community of awesome people.

Life At Terakeet

#WeAreTerakeet

An inside look at life as an employee. Join us as we build a community of awesome people.

Instagram post 17888282612245896 Our employees aren’t just rockstars in the tech and digital marketing space 🤘 many are talented musicians, too! When Digital Content Specialist Jon Roberts isn’t writing amazing content, you can catch him performing with @bandofkiwis! 

As for the music that keeps him focused through the workday, Jon lets the seasons determine his playlist. “Right now, I’m enjoying some of my favorite fun, feel-good tunes, which are a perfect match for the warm weather.”

Check out all of the catchy hooks and groovy beats in Jon’s Spotify playlist at the link in our bio!

#WeAreTerakeet
Instagram post 17911023862847722 #WorkLifeBalance has long been one of Terakeet's most important values, but even more so over the past year spent at home. We asked our 'Keeters to share their advice for successfully finding a balance between their personal and work lives.

As Web Designer Jolee Main recommends, "Have something in the morning you look forward to so you're not waking up 'for work' but rather, waking up to live your life where work is part of your day."

Read more tips from our team in our recent blog post! (Link in bio)

#WeAreTerakeet
Instagram post 17929731106589128 Terakeet is #hiring and looking for a Digital Copy Editor! Wondering what that role entails? Our own Liz McCaffery weighs in:

"Being a Digital Copy Editor at Terakeet is much more than checking for the Oxford comma. Every day I'm talking to writers about writing, and we work together to create the best possible copy. It's almost like nerding out has become a team sport, which makes it a dream job."

Apply now and check out our other openings at the link in our bio!

#WeAreTerakeet
Instagram post 17922122680633635 Happy #WorldEnvironmentDay! 🌎 Join us in taking a break to appreciate the beauty of Mother Nature and local parks.

Photo by Sr. SEO Analyst Abbey Deak at Empire Bluff Trails📍Honor, Michigan #WeAreTerakeet
Instagram post 17878355642480871 Do you have experience in software design or management? Terakeet is #hiring and looking for talented UX Designers, Product Managers, and Software Project Managers to join our team! 🎉 Click the link in our bio to learn more about the roles and life at Terakeet. 
#WeAreTerakeet
Instagram post 17880855713258845 In celebration of Asian American Pacific Islander Heritage Month, we curated a playlist to amplify AAPI voices and share some great #tunes. Check it out and power through the rest of your workday! 

Find the playlist on our Spotify channel (link in bio). 🎶

#AAPIHeritageMonth
Instagram post 17845981145589649 In honor of #NationalWineDay, we're celebrating Terakeet's very own Wine Club! 🍷 The employee-run program utilizes the skill of Sommelier (and Project Manager) Jeremy Coffey to pair employee's wine preferences with new varieties all in the name of charity. Listen to Wine Club Co-Founder (and Sr. Account Manager) Christie Crable explain the process and share the impact the club has had so far. Thanks for the hard work, team, and happy sipping! #WeAreTerakeet
Instagram post 17941344427498578 Terakeet is proud to celebrate the individuality amongst our team, in and out of the office. Read more employee reviews like this on our Glassdoor page! (link in bio)
Instagram post 17899228531916958 We are thrilled to announce Terakeet has been named a finalist for The Drum Awards for Marketing (SEO)! This international award recognizes the top brands that understand their customer and deliver impactful business outcomes. Thanks to our team for all their hard work! #TheDrumAwards #WeAreTerakeet
Instagram post 18110139553242136 Our team has been out and about supporting their local businesses, wherever they are! Just for the record, vinyl > streaming 🎧 #KeetersGoLocal

Photo by Nate Giocondo (Senior Digital Outreach Specialist) at @recordarchive 📍 Rochester, NY 

#WeAreTerakeet
Instagram post 18111794719222220 Bridget Rooney approaches work and life with enthusiasm, whether it's training for a new marathon, or finding a new professional perspective. Read more about how she came to Terakeet and her life outside of the office in May's #HumansofTerakeet! (Link in bio) #WeAreTerakeet
Instagram post 18118434487209551 #Hiring alert! We're looking for talented individuals to join our team across multiple roles. Click the link in our bio to apply and learn more about our open positions!

#WeAreTerakeet
Instagram post 17870500754372259 In May's #WorkplaceWisdom feature, Outreach Manager Capri Tamilia shares how she organizes her week, why she loves Syracuse, and the piece of advice she gives every new team member. Read more in our latest blog feature! (Link in bio) #WeAreTerakeet
Follow on Instagram
Let’s Stay in Touch Stay up to date on what’s happening at Terakeet and our latest job openings.