Service Desk Analyst

Location: New Haven, Connecticut, United States; hybrid

Company

Organization with an internal Information Technology function supporting users and field operations.

What you will do

• Provide Tier 1 telephone and technical support for computers, mobile devices, printers, hardware, and software.
• Troubleshoot, diagnose, and restore routine technology and equipment issues using established procedures.
• Escalate and coordinate service requests with complete documentation and troubleshooting steps.
• Create and update knowledge articles related to support processes.
• Identify service trends and gaps, recommend problem-prevention procedures, and contribute to technology projects such as operating system migrations.

Requirements

• 2–5 years of IT experience, including technology service and support team leadership or supervision, or equivalent training and experience.
• Problem-solving, troubleshooting, communication, interpersonal, judgment, and math skills.
• Working knowledge of hardware and software products, service management systems, remote support tools, Active Directory, Microsoft and Macintosh operating systems, mobile devices, O365, Teams, OneDrive, and cloud applications.
• ITIL Foundation certification is required.
• A+, Network+, MSDT, an equivalent certification, or demonstrated equivalent experience is required.
• Authorization to work in the United States is required; visa sponsorship is not available.

Nice to have

• Associate’s degree in computer science.
• Bachelor’s degree in Business Administration or Information Technology.

Culture & Benefits

• Hybrid work arrangement.
• Provides support to internal users and field personnel.
• Includes opportunities to work on special technology projects of varying complexity.
• Requires remaining stationary for most of the workday.