IT Service Desk Analyst - Tier 1 Support & ITIL Certified

Knights of Columbus; New Haven (CT); On-site; USD 55,000 - 75,000; Full time

Job summary

Knights of Columbus is seeking a Tier 1 IT support professional to assist customers with hardware, software, and devices. You will troubleshoot issues, guide users, and document resolutions.

The role requires ITIL certification and 2–5 years of IT experience, including leadership, with knowledge of Active Directory, O365, Teams, and Bomgar. On-site role in the United States with visa sponsorship not offered.

Qualifications

• 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.
• Associate’s in computer science preferred or BS in Business Administration/Info Tech focus

Responsibilities

• Answers support requests and provides telephone assistance to customers; provides technical advice, guidance, and informal training to customers using hardware and software programs.
• 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 as assigned.

Skills

Problem solving

Communication

Interpersonal skills

Judgment

Math skills

Education

ITIL Foundation certificate

A+, Network+, MSDT or equivalent

Associate or BS in related field

2-5 years IT experience including leadership

Tools

Bomgar

Active Directory

O365

Teams

OneDrive

Job description

Knights of Columbus is seeking a Tier 1 IT support professional to assist customers with hardware, software, and devices. You will troubleshoot issues, guide users, and document resolutions.

The role requires ITIL certification and 2–5 years of IT experience, including leadership, with knowledge of Active Directory, O365, Teams, and Bomgar. On-site role in the United States with visa sponsorship not offered.