IT Service Desk Analyst

Umbra builds next-generation space systems that observe the Earth in unprecedented fidelity.  

Our mission: Deliver global omniscience. 

To stay ahead of climate change, geopolitical risk, and other major crises and issues, we need a global understanding of what is changing, where, and how fast. Umbra provides easy access to the highest-quality commercial satellite data available, which is an indispensable tool for the growing number of organizations monitoring the Earth. We empower our customers to create solutions that inform, inspire, and address our planet’s most pressing needs. We’re helping to create a new industry that has never meaningfully existed.

This position is located onsite in Santa Barbara, CA

Join us as an IT Service Desk Analyst, where you'll thrive in a dynamic, fast-paced environment! Here, you'll harness your technical know-how and exceptional customer service abilities to troubleshoot challenges, resolve issues, and escalate matters when needed. Your role will be crucial in preserving system performance and upholding our security standards. If you’re a proactive problem-solver with a zest for technology, we invite you to become a part of our innovative team at Umbra!

Key Responsibilities

• User Support: Provide top-tier support to users for technical issues via phone, email, and chat. Capture user requests accurately and ensure that system issues are resolved promptly.
• Troubleshooting: Diagnose and resolve hardware and software issues, including operating systems, applications, and network connectivity.
• Incident Management: Track, prioritize, and manage service desk incidents in the ticketing system to provide timely resolution.
• Documentation: Maintain and update documentation of workflows, process, and technical resources to support the service desk function.
• Collaboration: Work closely with IT teams to escalate more complex issues and follow up until resolution.
• Training: Assist in the onboarding and training of new team members as needed.
• Perform other duties as assigned.

Requirements

Required Qualifications 

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• 1-3 years of experience in an IT support role.
• Strong understanding of computer systems, mobile devices, and other tech products.
• Proficiency in troubleshooting basic network and software issues.
• Excellent verbal and written communication skills.
• Ability to provide outstanding customer service while working in a team-oriented environment.
• Familiarity with ticketing systems and Microsoft Office Suite.
• Ability to work in a fast-paced environment and manage multiple priorities.

Desired Qualifications 

• Experience in a service desk or helpdesk role in a technology company.
• Knowledge of ITIL framework and incident management processes.
• Certification in CompTIA A+, ITIL, or similar is a plus.

Benefits

• Flexible Time Off, Sick, Family & Medical Leave
• Medical, Dental, Vision, Life, LTD, STD (employer funded)
• Vol Life, Critical Illness, Accidental, Hospital Indemnity, Pet Insurance (employee funded)
• 401k with 3% non-elective company contribution
• Stock Options
• Free Parking
• Free lunch daily in office

Umbra is an Equal Opportunity Employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.

Employment Eligibility Verification

In compliance with federal laws, all hired persons will be required to verify their identity and eligibility to work in the United States by completing the required Employment Eligibility Verification Form (I-9 Form) upon hire.

ITAR/EAR Requirements

This position may include access to technology and/or data that is subject to U.S. export controls pursuant to ITAR and EAR. To comply with federal export controls, all persons hired must be a U.S. citizen, U.S. national, U.S. lawful permanent resident, refugee or asylee as defined by 8 U.S.C. § 1324b(a)(3), or must otherwise be eligible to obtain the required authorizations from the U.S. Department of State and/or U.S. Department of Commerce as applicable. 

Pay Transparency
This job posting may cover multiple career levels. To ensure greater transparency, we provide base salary ranges for all roles, regardless of location. Our standard pay ranges are based on the role’s function and level, benchmarked against similar growth-stage companies. Compensation may vary based on geographical location, as certain regions may have different cost-of-living factors. The final offer will also be influenced by the candidate's skills, responsibilities, and relevant experience.

Compensation Range

The Compensation Range for this role is $80,000 - $92,000.