Sr. IT Support/Service Desk Analyst
Listed on 2026-09-16
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IT/Tech
HelpDesk/Support, IT Support, Technical Support, Systems Administrator
Job Description
The Service Desk Analyst Senior is a member of the Customer Support team and primary responsibility is second level technical support. They will respond to end‑user inquiries regarding trouble with specific software applications in production or pilot mode. In addition, they will answer questions via phone, self service queue and electronic mail, related to the use of supported software. Tasks include, but are not limited to, monitoring, tracking, and updating day-to-day status on user incidents and requests.
He/she must have excellent customer service and communication skills, both written and oral,
and must be able to communicate between technical and non‑technical people within the Company.
Provide in-depth technical application support for end‑users to ensure proper software operation so that the user can accomplish business tasks. Level 2 Analysts resolve issues routed to them from Level 1.
Manage, organize, and multitask working a queue of requests and incidents as assigned by the Service Desk. These may have originated multiple sources including phone, voicemail, internet service requests and electronic e‑mail. Then they must be able to prioritize incidents/requests properly and update incidents/requests into the incident tracking software.
Work with customers to understand requirements and expectations and respond to questions from users and remotely assist employees and consultants with software problems in offices and/or remote sites.
Apply problem solving and trouble‑shooting techniques to issues received from users regarding software provided by RSM. Provide solutions to the stated and underlying issues. This will require knowledge of hardware and networking systems as they relate to the software concern.
Learn advanced operations of commonly used software, hardware and other equipment. As required, participate in supported application projects as a representative of the end‑user and Customer Support.
Install requested or upgraded software to user PCs.
As needed, assign incidents requiring in‑depth analysis to the appropriate Level 3 group for resolution.
Provide input for Knowledge Articles for the PAS supported applications.
Fulfill other duties and projects as assigned by the Service Desk Manager / management staff.
Position will support an afternoon/evening shift (3:00 PM to 11:00 PM).
The expected schedule is Monday through Friday.
The individual will work 1st shift during the first 30 days for training, then transition to the 2nd shift schedule.
The position will be required to participate in the on‑call rotation.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.
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3 – 5 years PC support background and experience working in a call center/phone support environment
Experience supporting software applications
Experience answering questions via phone, self service queue and email
Experience monitoring, tracking, and updating day-to-day status on user incidents and requests
Experience using incident tracking systems/ticketing systems
Excellent customer service and communication skills, both written and oral
Must be able to communicate between technical and non-technical people within the Company - Knowledgeable with LAN or WAN networking
Working knowledge of Windows OS
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