Service Desk Analyst

Job Summary

Providing Tier 1 support for office technology services, the full-time contractor Service Desk Analyst will assist customers with troubleshooting and resolving technical issues related to computers, mobile devices, and printers while working onsite in New Haven, CT.

Key responsibilities

• Answers support requests and provides technical advice and training to customers using hardware and software programs
• Escalates and coordinates service requests, documenting troubleshooting steps and recommendations for problem prevention
• Creates and updates knowledge articles relevant to support processes and works on special projects as assigned

Required qualifications

• 2-5 years of IT experience, including leading technology service and support teams or equivalent training
• ITIL Foundation certificate required
• A+, Network+, MSDT, or equivalent professional certification or demonstrated experience
• Demonstrated working knowledge of hardware and software products, including Microsoft and Macintosh operating systems
• Experience with Service Management systems and remote support tools