Information Technology Service Desk Analyst (ITSM)

PSR Associates, Inc.; Newark (DE); On-site; USD 42,000 - 58,000; Full time

Job summary

PSR Associates, Inc. seeks a Service Desk Analyst to support a State Agency on a one-year+ contract. You will manage intake, triage, and resolution of production issues, support incident management, and optimize workflows to meet SLA expectations.

You will log, assign, monitor, and escalate tickets, communicate with stakeholders during high-impact incidents, and contribute to testing, release alignment, and knowledge management.

Qualifications

• Proven experience in incident management, production support, or related fields.
• Strong analytical, problem-solving, and communication skills.
• Familiarity with UAT and regression testing best practices.

Responsibilities

• Receive, log, and validate incoming production support requests, ensuring accuracy and completeness.
• Assign tickets to appropriate teams based on issue type, severity, and routing guidelines.
• Monitor ticket progress to ensure timely updates, escalations, and resolutions.
• Manage incidents throughout their lifecycle, from initial triage to closure.
• Communicate effectively with stakeholders and end users during high-impact incidents.
• Identify issues requiring backlog creation, enhancement requests, or defect logging.
• Participate in user acceptance testing and regression testing activities to validate fixes and ensure smooth deployments.
• Collaborate with the Testing Project Manager to align production issues with the appropriate release management processes.
• Document recurring issues, root cause findings, and workarounds.
• Maintain an up-to-date and accessible Production Support Knowledge Base.
• Review incidents for patterns and elevate recurring issues for further analysis.
• Ensure all ticket-handling processes comply with SLA expectations and established procedures.
• Partner with PM, BA, and Operations teams to clarify production issues and assist with validation tasks.

Skills

Incident management

Production support

Analytical skills

Communication skills

UAT / regression testing

Job description

US Citizens or Green Cards only please

No 3rd parties please

About the Role

PSR Associates is immediately seeking a Service Desk Analyst to join our team providing support to our client.

Client: State Agency

Term: 1 year+

Job Description:

The selected candidate will manage the intake, triage, and resolution of production issues while contributing to incident management and workflow optimization.

What You'll Do:

• Receive, log, and validate incoming production support requests, ensuring accuracy and completeness
• Assign tickets to appropriate teams based on issue type, severity, and routing guidelines
• Monitor ticket progress to ensure timely updates, escalations, and resolutions
• Manage incidents throughout their lifecycle, from initial triage to closure
• Communicate effectively with stakeholders and end users during high-impact incidents
• Identify issues requiring backlog creation, enhancement requests, or defect logging
• Participate in user acceptance testing and regression testing activities to validate fixes and ensure smooth deployments
• Collaborate with the Testing Project Manager to align production issues with the appropriate release management processes
• Document recurring issues, root cause findings, and workarounds.
• Maintain an up-to-date and accessible Production Support Knowledge Base
• Review incidents for patterns and elevate recurring issues for further analysis
• Ensure all ticket-handling processes comply with SLA expectations and established procedures
• Partner with PM, BA, and Operations teams to clarify production issues and assist with validation tasks

What You'll Need:

Required

• Proven experience in incident management, production support, or related fields
• Strong analytical, problem-solving, and communication skills
• Familiarity with UAT and regression testing best practices

Preferred:

• Experience with incident management tools and workflows