Service Desk Analyst (Contractor)

Location:

New Haven, CT, US, 06510

Category: Information Technology

Feel Good About Doing Good

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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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

Authorization to work in the United States is required

This position is not eligible for visa sponsorship

Physical Demands

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