WHY MILAN LASER HAIR REMOVAL?

Milan Laser stands as the largest and most premier laser hair removal company in the nation. We are also honored to be a recipient of the prestigious Best Places to Work In Omaha award, a testament to our commitment to excellence and exceptional culture! With 390+ current locations throughout 35 states and plans to expand into a national brand, this is a very exciting time to join the Milan Team!
Because it’s fun and progressive. We’re not like other companies where you’re just a number. We are seeking independent thinkers who can add true value to our team.
Because, benefits. Milan will take care of you with paid vacation, 401k, full health, dental and vision. Oh and free laser hair removal. You won’t find that at other corporate gigs.
Because, growing is good. We’re always expanding, improving and looking for people ready for a challenge. Our team members learn the business from the inside-out and as our business grows, the opportunities abound.

POSITION SUMMARY:

The Service Desk Analyst will provide frontline technical support for employees and clinics. Manage help desk tickets, troubleshoot hardware and software issues, maintain audiovisual equipment, and support information technology (IT) asset lifecycle management. Ensure high-quality customer service and efficient resolution of technical problems, working closely with field staff, Tier 2 support, and vendors.
Status: Full-time | Salaried
Location: Omaha, NE | Onsite

QUALIFICATIONS:

• High school diploma or equivalent (e.g., GED) required
• Associate’s degree in information technology, computer science or related field OR equivalent combination of education/experience combined (One year of experience equals one year of education) required
• Minimum of one year of experience in an IT support or help desk environment required
• Prior experience with Asset Management frameworks and tools preferred
• Proficient in MacOS and Windows OS troubleshooting required
• Experience managing Google Workspace required
• Basic understanding of networking (TCP/IP, DNS, network connectivity) required
• Familiar with hardware and software applications including Salesforce, Microsoft 365, Adobe, Smartsheets, and Google Suite
• Experience with ITSM ticketing systems required, experience with HappyFox preferred
• Strong customer service skills with a focus on empathy and effective communication required
• Ability to translate complex technical information into simple terms required
• Proactive problem-solver with a focus on reducing recurring issues required
• Effective team player, contributing to a collaborative and improvement-focused environment required
• Excellent time management, able to prioritize and adapt in a fast-paced setting required

• Provide Tier 1 IT Support: Manage end-user requests via the ticketing system: receive, prioritize, document, and resolve incidents. Ensure timely resolution of issues, meeting Service Level Agreements (SLAs), especially for high-priority tickets. Initiate and respond to calls with field staff, Tier 2 Support, and third-party vendors to resolve technical incidents.
• Maintain and Support Meeting Room Technology: Oversee the functionality of shared meeting spaces, ensuring audiovisual and conferencing equipment operates seamlessly. Proactively troubleshoot technical issues, coordinate necessary repairs or upgrades, and provide user support to enhance collaboration.
• Document Processes and Knowledge Management: Thoroughly document technical issues and categorize them to build and maintain a detailed knowledge base. Develop, update, and enforce Standard Operating Procedures (SOPs) to ensure consistency, best practices, and continuous improvement in IT support.
• Oversee IT Asset Lifecycle Management: Manage the provisioning, deployment, retrieval, and routine audits of IT hardware and peripherals across all clinics and corporate headquarters.Ensure accurate asset tracking and maintain compliance with asset management frameworks and tools.
• Contribute to Continuous Improvement and Team Support: Identify recurring issues and recommend long-term solutions to minimize ticket volume and improve system reliability. Collaborate with team members and participate in cross-functional initiatives to support departmental and organizational objectives.
• Other Duties: Perform additional tasks, duties, and responsibilities as needed or assigned by leadership to support departmental and organizational objectives