Senior IT Service Desk Analyst - Incident & Process Lead

Crane NXT, Co.; Waltham (MA); Presencial; USD 65.000 - 85.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical

Dental

Vision

401(k) match

Bonus plan

Descripción de la vacante

Crane Currency in Waltham, MA is seeking a Service Desk Analyst (Level 3) to stabilize IT support operations, resolve complex issues, and drive continuous improvement across the organization. You will mentor teammates, influence IT best practices, and contribute to strategic technology initiatives to reduce downtime and improve service delivery.

The role requires a 4–7 year IT support background, ITIL training, and US citizenship for public-trust eligibility.

Formación

• 4–7 years of IT support experience.
• Strong knowledge of IT systems, support tools, and troubleshooting.
• ITIL Foundation certification.
• Experience leading projects or continuous improvement efforts.
• U.S. Citizenship and ability to obtain suitability for Public Trust.

Responsabilidades

• Act as a subject matter expert for IT support processes and tools.
• Lead the resolution of high-impact incidents and service disruptions.
• Develop and implement standard operating procedures and best practices.
• Mentor and coach junior team members to improve performance and technical capability.
• Collaborate with IT leadership on strategic initiatives and service improvements.
• Participate in audits and ensure compliance with IT policies and standards.
• Analyze ticket trends and recommend process improvements to enhance efficiency.
• Support the rollout of new systems, technologies, and enterprise solutions.

Conocimientos

IT support expertise

Leadership experience

Troubleshooting methodologies

Educación

Associate's degree in IT or related field

Herramientas

ITIL Foundation

Scripting

Automation

Endpoint management

Enterprise IT environments

Project management training/certification

Descripción del empleo

Crane Currency in Waltham, MA is seeking a Service Desk Analyst (Level 3) to stabilize IT support operations, resolve complex issues, and drive continuous improvement across the organization. You will mentor teammates, influence IT best practices, and contribute to strategic technology initiatives to reduce downtime and improve service delivery.

The role requires a 4–7 year IT support background, ITIL training, and US citizenship for public-trust eligibility.