Service Desk Analyst

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

Job title: Service Desk Analyst

Location: New Haven, CT/ Hybrid

Core Responsibilities:

• Answers support requests and provides telephone assistance to customers; provides technical advice, guidance, and informal training to customers using hardware and software programs. Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures.
• 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 (e.g., converting all computers to a new version of Windows), as assigned.

Overview

• Provides Tier 1 support for customers requesting assistance with office technology services (e.g., computers, mobile devices, and printers). Assists users with troubleshooting and remediating technology-related service requests. Provides support to internal users and field force.

Skills Qualifications Required:

• Problem-solving and troubleshooting skills
• Strong oral and written communication skills
• Strong interpersonal skills
• Sound judgment in decision-making
• Math skills

Systems/Technical Knowledge:

• Demonstrated working knowledge of basic to moderately complex hardware and software products
• Service Management systems
• Remote support tools (i.e., Bomgar)
• Active Directory
• Microsoft and Macintosh operating systems
• Mobile Device support
• O365, Teams, OneDrive
• Cloud computing technologies/applications

Education Required:

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