Senior Service Desk Analyst (11923)

Job Title: Senior Service Desk Analyst
Location: New Haven, CT (Hybrid)
Pay Rate: $50/hour

Job Description:
The Senior Service Desk Analyst is responsible for providing advanced technical support and exceptional customer service to resolve IT-related incidents and service requests. This role supports internal employees, contractors, and field users, with potential future support for external users.

The position focuses on end-user technology services, including applications, SaaS solutions, desktop and laptop computers, residential networking equipment, mobile devices, and printers. The Senior Service Desk Analyst handles complex troubleshooting, serves as an escalation point for junior analysts, collaborates with cross-functional IT teams, and actively participates in standard and major incident management processes to ensure timely resolution and high user satisfaction.

Military experience equivalency may substitute for some requirements.

Key Responsibilities:

• Respond to standard and complex support requests via phone and other support channels
• Provide technical guidance, advice, and informal training to end users
• Troubleshoot, analyze, diagnose, and resolve hardware, software, and service-related issues using established processes and procedures
• Escalate and coordinate incidents and service requests as needed
• Serve as a mentor and provide guidance to junior Service Desk Analysts
• Recommend procedures and controls to prevent recurring issues
• Participate in special projects of varying complexity (e.g., operating system upgrades)
• Contribute to initiatives aimed at modernizing support capabilities, including: Multi-channel support models, AI-assisted support solutions, and CRM platforms and self-service portals
• Assist Service Desk leadership in ensuring courteous, timely, and effective resolution of all requests
• Actively participate in standard and major incident response activities

Required Qualifications:

• Bachelor’s degree in Computer Science, Business Management, or equivalent experience
• Minimum of 5 years of IT experience, including senior-level service or technical support roles
• Extensive experience troubleshooting hardware, software, SaaS applications, mobile devices, and residential network equipment
• Familiarity with ITIL principles and Service Desk best practices

Preferred Qualifications:

• Strong application support experience with Microsoft 365
• Experience supporting desktop operating systems and basic networking concepts
• Proficiency with diagnostic and troubleshooting utilities
• Knowledge of ITSM industry standards
• Hands-on experience with ServiceNow or similar ITSM platforms

Military experience equivalency may substitute for some requirements.

***For consideration for this opportunity, please email your resume to info@uspro.net and include in your message the job title AND five-digit number that follows the job title***

Equal Opportunity Statement

We are an equal opportunity employer and will consider all applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, disability and/or other protected categories. We are also committed to providing reasonable accommodation(s) to qualified individuals with disabilities or needs, as required by law.

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