Service Desk Analyst

About the Role

Service Desk Analyst - (250008B6) is the first point of contact for Commonwealth end users and IT partners seeking technical assistance within the End User Support Contact Center. The role focuses on Tier 1 support and infrastructure calls, providing high-quality customer service, problem resolution, and escalation when necessary. This position collaborates with Internal and External IT support groups, EOTSS Management, and other End User Support Team members to resolve issues quickly and efficiently.

Primary location: 200 Arlington Street, Chelsea, Massachusetts 02150.

Work schedule:

Monday through Friday, 7:00 AM to 3:00 PM EST.
Hybrid work model: in‑office days combined with work‑from‑home days as needed. Evening and weekend support, as well as occasional local travel to Executive Branch sites, may be required.

• Answer incoming calls professionally and courteously, creating tickets accordingly.
• Record, troubleshoot, and track incidents and requests received via phone, email, or work management system for all Tier 1 calls.
• Perform all Tier 1 level triage and support as detailed in Knowledge Base documentation.
• Provide a central contact point for fast and effective problem diagnosis, determination, and resolution.
• Escalate tickets effectively to Tier 2 or 3 teams within time frames outlined in Service Level Agreements.
• Ensure tickets, tasks, and projects are assigned and processed within expected time frames.
• Adhere to and meet all Service Desk Service Level Agreements (SLA’s) and Quality Review Standards.
• Alert management of any system or workflow issues or trends (minor or significant) as needed.
• Communicate and work regularly with other functional groups to ensure all tickets and escalated issues are resolved in a timely manner.
• Analyze and troubleshoot customer hardware and software problems, escalating to an appropriate Tier 2 team when needed.
• Provide job training to new hires and less experienced staff when needed.
• Maintain accurate and timely documentation of customer issues and their resolutions.
• Adhere to ticket writing requirements as outlined in the Ticket Management Process.
• Ensure security protocols and accuracy as it pertains to all Commonwealth business processes.

• Diagnose and resolve problems according to standard operating procedures/knowledge base documents.
• Determine level of support required to escalated or resolve issues.
• Prioritize and manage workload.
• Escalate complex issues to supervisor or manager.
• Escalate potential major incidents to service desk operations promptly.
• Maintain documentation as required and notify supervisor or manager of insufficient documentation.
• Verify and confirm customer data and document as required.

• Minimum 1 year of relevant Customer Service / Service Desk experience, preferably within an IT organization.
• Basic IT principles and practices to address Tier 1 issues.
• Gather and analyze basic facts to draw conclusions.
• Communicate factual and procedural information clearly, both orally and in writing.
• Knowledge of personal computers – hardware, operating systems and application software.
• Understand components of a PC and laptop – perform basic troubleshooting of problems.
• Functional knowledge of Microsoft Office and O365 products (Outlook, Word, Excel, PowerPoint, Access, Skype, SharePoint, One Drive, Teams, VPN).
• Basic knowledge of technical terminology.
• Maintain accurate documentation.
• Present ideas in user‑friendly language to non‑technical staff and end users.
• Absorb and retain information quickly.
• Keen attention to detail.
• Exceptional interpersonal skills with focus on listening and questioning skills.
• Follow documented procedures and instructions.
• Effectively prioritize and execute tasks in a high‑pressure environment.
• Work in a team‑oriented, collaborative and ever‑changing technical environment.
• Adjust to changing situations to meet emergencies or changing program/production requirements.

• Applicants must have at least one (1) year of full‑time or equivalent part‑time, professional, or practical experience in information technology…