Service Desk Analyst

ABOUT THE JOB

We are seeking a proactive, hands-on Service Desk Analyst to join our IT Operations team based in Dublin.
In this role, you will be the primary on-site technical point of contact for our rapidly expanding Dublin office, while also acting as a vital link in Anduril’s global support model—bridging handoffs between our teams in Australia, Dublin, and the US East Coast.
Because our European footprint is agile and fast-growing, you will wear multiple hats: providing end-to-end deskside support, building and provisioning hardware, managing local inventory, and supporting engineering tool access (including CAD/PLM environments) in partnership with our US engineering teams.

ABOUT THE TEAM 

We are a dynamic, distributed IT Operations team powering Anduril’s workforce across three continents. We don't just close tickets, we build scalable IT systems, streamline workflows, and ensure every employee has the hardware and software they need on day one.
You’ll be joining a tight-knit, highly autonomous group that wears multiple hats, values proactive problem-solvers, and plays an active part in supporting mission-critical technology around the clock.

WHAT YOU'LL DO

• End-to-End Ticket Management: Own, triage, resolve, and escalate L1/L2 support tickets via Jira Service Management, ensuring high-quality, timely resolutions for local and remote staff.
• Hardware Lifecycle & Provisioning: Image, configure, deploy, repair, and retire endpoint devices (Windows 10/11, macOS, and Linux laptops, desktops, monitors, and peripherals).
• Deskside & Office Support: Provide hands-on deskside troubleshooting for the Dublin hub, setting up new-hire workstations and supporting local meeting room / AV tech.
• Global "Follow-the-Sun" Collaboration: Support critical escalations and tickets transitioning across time zones (APAC -> EMEA -> US East Coast).
• Asset & Inventory Management: Maintain accurate tracking of all local hardware inventory, spare parts, RMAs, e-waste disposition, and secure peripheral deployment (encrypted drives, mobile devices).
• Software & Tool Administration: Support license assignment, installation, and first-line troubleshooting for core enterprise software (Microsoft 365, Adobe, Lucid, Slack, etc.) and coordinate local access/updates for specialized engineering tools (e.g., Siemens NX/CAD, Teamcenter/PLM).
• Documentation & Continuous Improvement: Identify recurring issues, build out user-facing knowledge base articles, and standard operating procedures (SOPs) for internal IT.
• Travel & Multi-Site Support: Support potential travel to other regional offices/hubs (e.g., London, Amsterdam) as our European footprint expands.

REQUIRED QUALIFICATIONS

• Experience: 1–3+ years of experience in an IT Service Desk, Deskside Support, or IT Technician role.
• Operating Systems & Hardware: Strong hands-on troubleshooting knowledge of PC and Apple hardware, Windows 10/11, macOS and Linux
• Independence & Ownership: Demonstrated ability to manage tickets end-to-end with minimal day-to-day micromanagement; comfortable working autonomously and taking initiative.
• Ticketing & SLAs: Experience managing a queue and handling SLA-driven workflows in a modern ticketing system (preferably Jira Service Management).
• Customer Service: Exceptional interpersonal, written, and verbal communication skills with a strong customer-first mindset.
• Work Arrangement: Willingness to work on-site 5 days a week in our Dublin office, with flexibility for occasional on-call rotation/critical issue coverage and occasional regional travel.

PREFERRED QUALIFICATIONS

• Basic familiarity with Linux environments (Ubuntu, RHEL, or Nix).
• Experience with modern endpoint management and MDM solutions (e.g., Intune, Jamf).
• Basic exposure to engineering/design tool administration or supporting developer/engineering environments. • Experience with OS deployment/imaging tools and cloud workspaces