Service Desk Analyst (Contractor)

Location:

New Haven, CT, US, 06510

Category: Information Technology

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The Knights of Columbus is a tax-exempt Catholic fraternal benefit society that provides financial security to members and their families through our life insurance, long-term care insurance, disability income insurance, investment and annuity products. Charity is at the core of our missions: our profits are donated to help those in need and to support our faith - $1.73B over the past ten years.

While we have many employees who are not Catholic, we follow the Church’s teachings in our investment strategies and our employee benefits. As part of our religious mission, we support the pro-life cause by contributing to the March for Life and pregnancy resource centers, we oppose assisted suicide and euthanasia, we are evangelists for the Catholic faith, and we help Christians who are facing religious persecution in the Middle East. We all work together to support our two million members as they volunteer to help others in their parishes and communities around the world.

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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.

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 services requests with staff assigned to service request.
Recommends procedures and controls for problem prevention.
Works on special projects of varying levels of complexity (e.g., converting all computers to new version of Windows), as assigned.

Skills Qualifications

Required:

Problem solving and troubleshooting skills
Strong oral and written communication skills
Strong interpersonal skills
Strong listening skills
Sound judgment in decision making
Math skills
Ownership and accountability for daily operational end user compute support
Must be able to work relatively independently without constant managerial supervision
Must have strong organizational, time management and relationship building skills
This role requires daily interaction with our user community Preferred:
Ability to speak Spanish or French desirable Systems/Technical Knowledge:
Demonstrated working knowledge of basic to moderately complex hardware and software products
Service Management systems
Remote support tools (i.e., Bomgar)
Cloud applications (i.e., connected backup)
Active Directory
Microsoft and Macintosh operating systems
Microsoft Word, Excel and PowerPoint

Education

Required:

2-5 years of IT experience including leading/supervising technology service and support teams or equivalent combination of training and experience
ITIL Foundation certificate required
A+, Network+, MSDT or equivalent professional certification Preferred:
Associates in Computer Science preferred or BS in Business Administration/Info Tech focus

Physical Demands

Must be able to remain in a stationary position for a majority of the workday.