Job description

Job title: Service Desk Analyst Location: New Haven, CT/ Hybrid Core Responsibilities: • Answers support requests and provides telephone assistance to customers; provides technical advice, guidance, and informal training to customers using hardware and software programs. Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures. • Escalates and coordinates service requests accordingly, with associated documentation or troubleshooting steps included. • Recommends procedures and controls for problem prevention. • Identifies trends and/or gaps in service as discovered. • Creates and updates knowledge articles that are relevant to support processes. • Works on special projects of varying levels of complexity (e.g., converting all computers to a new version of Windows), as assigned. Overview • Provides Tier 1 support for customers requesting assistance with office technology services (e.g., computers, mobile devices, and printers). Assists users with troubleshooting and remediating technology-related service requests. Provides support to internal users and field force. Skills Qualifications Required: • Problem-solving and troubleshooting skills • Strong oral and written communication skills • Strong interpersonal skills • Sound judgment in decision-making • Math skills Systems/Technical Knowledge: • Demonstrated working knowledge of basic to moderately complex hardware and software products • Service Management systems • Remote support tools (i.e., Bomgar) • Active Directory • Microsoft and Macintosh operating systems • Mobile Device support • O365, Teams, OneDrive • Cloud computing technologies/applications Education Required: • 2-5 years of IT experience including leading/supervising technology service and support teams or an equivalent combination of training and experience • ITIL Foundation certificate required • A+, Network+, MSDT, or equivalent professional certification or demonstrated experience. • Preferred: • Associate’s in computer science preferred or BS in Business Administration/Info Tech focus

Requirements

Must-haves

Job title: Service Desk Analyst
Location: New Haven, CT/ Hybrid
Escalates and coordinates service requests accordingly, with associated documentation or troubleshooting steps included.
Recommends procedures and controls for problem prevention.
Identifies trends and/or gaps in service as discovered.
Creates and updates knowledge articles that are relevant to support processes.
Works on special projects of varying levels of complexity (e.g., converting all computers to a new version of Windows), as assigned.
Skills Qualifications
Problem-solving and troubleshooting skills
Strong oral and written communication skills
Strong interpersonal skills
Sound judgment in decision-making
Demonstrated working knowledge of basic to moderately complex hardware and software products
Service Management systems
Remote support tools (i.e., Bomgar)
Active Directory
Microsoft and Macintosh operating systems
Mobile Device support
O365, Teams, OneDrive
Cloud computing technologies/applications
2-5 years of IT experience including leading/supervising technology service and support teams or an equivalent combination of training and experience
ITIL Foundation certificate required
A+, Network+, MSDT, or equivalent professional certification or demonstrated experience.

Nice-to-haves

Associate’s in computer science preferred or BS in Business Administration/Info Tech focus

Application prep

Use the role’s language and application details while tailoring your materials.

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Effort: medium

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