Service Desk Analyst

Location: New Haven, CT/ Hybrid

• 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.

• 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.

• Problem-solving and troubleshooting skills
• Strong oral and written communication skills
• Strong interpersonal skills
• Sound judgment in decision-making
• Math skills

• 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, One Drive
• 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.
• Preferred:
• Associate’s in computer science preferred or BS in Business Administration/Info Tech focus