Senior Service Desk Analyst

The Knights of Columbus is a tax-exempt Catholic fraternal benefit society that provides financial security to members and their families through our life insurance, long-term care insurance, disability income insurance, investment and annuity products. Charity is at the core of our missions: our profits are donated to help those in need and to support our faith - $1.73B over the past ten years.

While we have many employees who are not Catholic, we follow the Church’s teachings in our investment strategies and our employee benefits. As part of our religious mission, we support the pro-life cause by contributing to the March for Life and pregnancy resource centers, we oppose assisted suicide and euthanasia, we are evangelists for the Catholic faith, and we help Christians who are facing religious persecution in the Middle East.

We all work together to support our two million members as they volunteer to help others in their parishes and communities around the world.

Share Your Talent. Live Your Purpose.

We are a growing and purpose-driven community of professionals. Join us to discover how you can meet your goals and ours!

The Senior Service Desk Analyst is responsible for providing advanced technical support and exceptional customer service to resolve IT-related Incidents and Service Request Fulfillment. This includes support for internal staff, contractors, Field Force users, and future state may include our members. This role supports users requesting assistance with end-user computer technology services (e.g., applications, SaaS solutions, computers, residential routers, mobile devices, and printers).

The position involves troubleshooting, triaging, and resolving complex problems, as well as serving as a point of escalation for junior analysts. This includes collaboration with cross-functional teams to ensure timely resolution of technical issues and maintaining high levels of user satisfaction. The Sr. Service Desk Analyst will coordinate with the Service Desk Manager. This includes active participation in standard and Major Incident processes (i.e., active participation in standard and Major Incident processes).

• Provide standard to complex support requests via telephone and other channels, offering technical advice, guidance, and informal training to customers using hardware and software programs.
• Restore varying degrees of complex technical service and equipment problems by analyzing, identifying, and diagnosing faults/symptoms using established processes and procedures.
• Escalate and coordinate Incidents and Service Requests as needed.
• Mentor and guide junior Service Desk Analysts.
• Recommend procedures and controls for problem prevention.
• Work on special projects of varying levels of complexity (e.g., converting all computers to a new version of Windows).
• Actively participate in recommendations and contributions toward modernizing our support capabilities, including multi‑channel and AI options for CRM support, customer portal, and future agency and council website support.
• Assist the Manager with processing requests to the Service Desk to ensure courteous, timely, and effective resolution of end‑user issues and requests.

• Must have exceptional customer service skills. Proven experience improving the customer experience with IT Services.
• Analytical and critical thinking skills.
• Must have strong organizational, time management, and prioritization skills.
• Must have the ability to provide recommendations for best practice ITIL and related industry standard continuous improvement efforts.
• Must have experience successfully engaging third‑party vendors and third‑party delivered services.
• Must be able to manage sensitive and often confidential information. Keen attention to detail.
• Math skills (i.e., applicable in using Excel as needed).
• Ownership and accountability for other related duties as needed by the Service Desk Manager.
• Must be able to work independently without constant managerial supervision.
• Flexible with schedule.
• This role requires daily interaction with our user community.

Required:

• Bachelor’s degree in the field of computer…