Service Desk Specialist

Come join a company who is a key leader in the industry scaling the next core commerce infrastructure and on the path from $100M to $500M! Founded in 2012, Salsify helps brand manufacturers, distributors, and retailers in over 80 countries collaborate to win on the digital shelf. As the market leader globally, our products are shopper-centric, frictionless, and create memorable commerce experiences.

Learn how the world’s largest brands, including Mars, L'Oreal, Coca-Cola, Bosch, and GSK, as well as retailers and distributors such as

E.Leclerc, Carrefour, Metro, and Intermarché use Salsify everyday to stand out on the digital shelf.

At Salsify, we strive to embody an equitable, diverse, and inclusive company culture. We are united across countries, levels, tenures, and a host of other dimensions of diversity. We understand that while work is just one aspect of who we are, a truly inclusive culture accounts for the full authenticity of every single human being that works here.

Salsify is seeking a Service Desk Specialist to work in our Boston office. The successful candidate will demonstrate strong learning agility and a desire to grow in a customer‑centric environment. This person should be a self‑starter, be able to work with varying levels of seniority within the IT organization, and have a strong bias toward continuous improvement. Salsify uses best‑in‑class equipment and software.

As the company continues to grow rapidly, this person will play a key role in helping us scale effectively.

Salsify loves a good success story, and it would be our privilege to help write yours! We recognize that talent and potential come in all forms and our mission is empowerment. Our hiring process involves recognizing all facets of motivation, drive, success, and passion. If you have an interest in this role or any other, please do not hesitate to apply.

How You'll Make an Impact:

• Lead the resolution of complex technical issues and escalations from end‑users, encompassing advanced troubleshooting of computer systems, network connectivity, enterprise applications, and hardware;
• Act as a primary point of contact for advanced user inquiries, providing clear, concise, and professional guidance while documenting solutions for the knowledge base. Mentor junior service desk staff on best practices for user interaction and problem resolution;
• Collaborate extensively with cross‑functional IT teams (e.g., Network, Security, Systems Administration) on significant IT projects, including large‑scale hardware/software deployments, network infrastructure upgrades, and system migrations, ensuring minimal disruption to business operations;
• Install or replace computer peripherals for users;
• Diagnose and resolve advanced network issues, including complex wireless connectivity problems and print server configurations, identifying root causes and implementing preventative measures;
• Take ownership of assigned IT projects from inception to completion, managing scope, timelines, and communication with stakeholders, while actively contributing to project planning and execution;
• Develop and maintain comprehensive documentation for IT processes, procedures, and troubleshooting guides, contributing significantly to the IT knowledge base to empower both end‑users and the service desk team;
• Provide support with in‑office meetings and events;

You'll Enjoy This Role If You Have:

• Demonstrated ability to manage multiple priorities and complex tasks effectively;
• Exceptional organizational and time‑management skills, with a proven ability to independently prioritize and manage a high volume of complex technical requests and projects;
• Strong aptitude for quickly mastering new and emerging technologies, with a continuous learning mindset to stay current with industry trends and best practices;
• 2-3+ years of hands‑on experience supporting a predominantly Mac environment, including advanced macOS troubleshooting and management tools;
• Proficient experience supporting Windows operating systems (Windows 10/11) and related hardware, including advanced troubleshooting and deployment methods;
• In-depth knowledge and hands‑on experience with OS…