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Service Desk Analyst


New Haven, CT, US, 06511

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.


Share Your Talent. Live Your Purpose.

We are a growing and purpose-driven community of professionals. Join us to discover how you can meet your goals and ours!


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

  • 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


  • 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.

KofC Cares

Our mission is focused on family and faith, and we support our employees in seeking a balanced life.


Employee benefits include:


Time Away: 13 paid holidays per year in addition to vacation and paid sick leave, and flexible workweek schedules.


Professional Development: Certifications, designation, and tuition reimbursement.


Retirement Benefits: 401(k) retirement savings plan with matching company contributions, and cash balance retirement plans fully funded by the company.


Health and Wellness:


  • Short-term disability and term life insurance fully paid for by the company;
  • Up to 12 weeks of childbirth leave under STD policy.
  • One week of fully paid parental leave for all new parents, including adoptive and foster parents.
  • A variety of health insurance options, including premium-level family coverage and a pre-tax Health Savings Account with employer contributions. The Order's health plans do not cover abortion, sterilization, or contraception, and the Order has helped advocate for other employers who do not want to provide coverage.
  • Long-term disability insurance;
  • Dental insurance;
  • Vision insurance;
  • Health club membership reimbursement;
  • Employee Assistance Program


Nearest Major Market: New Haven
Nearest Secondary Market: Hartford