Service Desk Analyst

InfiCare Staffing; Massachusetts; On-site; USD 48,000 - 62,000; Full time

Job summary

InfiCare Staffing in Plymouth, MA is seeking a Service Desk Analyst to provide Level 1–2 IT support for banking staff across multiple sites. Onsite role with a focus on incident resolution, user issues, and policy compliance.

Ideal candidates have 2–3 years of phone support and Windows service desk experience, plus familiarity with Windows 11, AD, VMWare, and ITSM tools like Ivanti or ServiceNow. Strong communication and data privacy awareness are essential.

Qualifications

• 2–3 years of IT service desk or technical support experience.
• Experience supporting a bank or financial services environment preferred.
• Basic and above-average knowledge of VPN & MFA, ITIL, and end-user support tools.

Responsibilities

• Provide Level 1 and Level 2 IT support for banking staff across branches and offices.
• Resolve incidents, handle service requests, and document solutions in the ticketing system.
• Assist with password resets, MFA, and identity/access management tasks.
• Support desktops, laptops, printers, and related peripherals onsite.
• Maintain compliance with banking regulations and cybersecurity policies.
• Create knowledge base articles and SOPs for recurring issues.

Skills

Phone support

Windows support

VPN knowledge

MFA support

Cybersecurity basics

User provisioning

Remote desktop

Office 365

Incident management

Customer service

Education

Bachelor’s/associate degree in IT

Tools

Ivanti

ServiceNow

Job description

Location : Plymouth, MA (Must be onsite) and Rockland Town, MA (Onsite)

Duration : Long Term

The Service Desk Analyst is responsible for providing Level 1 and Level 2 technical support to banking staff across branches, operations centers, and corporate offices. This role ensures timely resolution of IT incidents, service requests, and user issues while maintaining compliance with U.S. banking regulations, cybersecurity standards, and internal IT policies.

What's this role about?

• Service Desk for US Client.
• 2-3 years of Phone/Customer support experience Mandatory with excellent communication skills
• 2-3 years of Windows Technical Service desk experience is necessary
• knowledge Windows 11 and basics of Windows Server
• Basic knowledge with the following: Windows, AD, VMWare, Exchange, MECM, SCOM etc.,
• ITSM ticketing tools such as Ivanti, ServiceNow etc.,
• Remote desktop connectivity applications, Windows end point support
• MS Office Suite and application support
• Web Application, VPN knowledge
• Administer and provide User account provisioning.
• Support desktops, laptops, thin clients, printers, scanners, and peripherals
• Install, configure, and update banking-approved software
• Follow all internal controls and policies
• Assist in password resets, MFA support, and identity/access management requests.
• Identify and report suspicious activity or potential security threats
• Maintain a strong focus on data privacy and cybersecurity best practices
• Document solutions and create user guides/knowledge base articles
• Responsible for installing desktop applications and software
• Use the Incident Management System to document and manage problems and work requests and their respective resolutions
• Responds to telephone calls, email, instant messages, and create tickets; Assign work orders / incidents to appropriate support teams and follow up until closure
• Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
• Route problems to internal 2nd level IT support staff.
• Highly self-motivated with keen attention to detail

We also want you to have knowledge on:

• Ticket Management
• Customer Satisfaction
• First Call Resolution
• Create SOP and Knowledge Base articles for top call generators.

Required Skills & Qualifications

• Bachelor’s/associate degree in IT, Computer Science, or related field (preferred).
• 2–3 years of experience in IT service desk or technical support role.
• Experience supporting a bank or financial services environment (preferred).
• Basic and Above Average knowledge of:
• VPN & MFA
• ITIL framework
• Excellent communication, customer service, and problem‑solving skills.
• Ability to work in a fast-paced, highly regulated environment.

Educational requirement:

• Graduate and preferably BCA or any other Technical Field.
• Exceptional customer service orientation
• Excellent communication skills, both written and verbal
• Disciplined, systematic problem‑solving skills required.