Hybrid Service Desk Analyst: IT Support & Troubleshooting

Talentify; New Haven (CT); Hybrid; USD 48,000 - 60,000; Full time

Job summary

Talentify in New Haven, CT seeks a Service Desk Analyst to deliver Tier 1 IT support for office technology services, including computers, mobile devices, and printers, in a hybrid work model.

You will troubleshoot requests, document steps, escalate when needed, and contribute to knowledge articles while supporting internal users and field staff. Strong problem-solving, communication, and collaboration skills are essential. Experience with Windows environments and remote support tools is a plus.

Qualifications

• 2–5 years IT experience in technology service/support teams.
• ITIL Foundation certification required.
• A+/Network+/MSDT or equivalent certification.
• Associate’s in CS or BS in Business Admin/Info Tech preferred.

Responsibilities

• Provide Tier 1 support for office technology services (computers, printers, mobile devices) and troubleshoot issues.
• Escalate complex requests with documentation and troubleshooting steps.
• Contribute to knowledge articles and standard operating procedures.
• Participate in special projects and identify trends or gaps in service.

Skills

Problem-solving

Communication skills

Interpersonal skills

Decision making

Math skills

Education

ITIL Foundation

A+/Network+/MSDT

CS/Business Info Tech degree

Tools

Bomgar

Active Directory

O365

Teams

OneDrive

Cloud computing technologies

Job description

Talentify in New Haven, CT seeks a Service Desk Analyst to deliver Tier 1 IT support for office technology services, including computers, mobile devices, and printers, in a hybrid work model.

You will troubleshoot requests, document steps, escalate when needed, and contribute to knowledge articles while supporting internal users and field staff. Strong problem-solving, communication, and collaboration skills are essential. Experience with Windows environments and remote support tools is a plus.