Service Desk Analyst 1

Remote/Hybrid Opportunities Available, CT

The Service desk Analyst 1 is the first point of contact for our customers who contact our IT Service Desk. While providing the highest level of customer service, the Service desk Analyst responds to incoming service desk tickets, documents all information in the ticketing system, uses a knowledge base tool along with their expertise to resolve tier 1 requests in accordance with all service level agreements. The Service desk Analyst escalates unresolved problem/issues/requests to the proper tier 2 and 3 support team. Troubleshooting basic end user issues on various software applications, hardware, network and telecommunications systems, account creation, password resets, and provide basic desktop support.

  • Manages the Service Desk tickets / Asset Management system ensuring inventory is up to date and current on a routine basis
  • Installs and configures computer software on workstations
  • Investigates, resolves, and explains system issues to both technical and non-technical people
  • Utilizes Helpdesk ticket tracking software (SolarWinds) to manage service incidents, service requests, vendor information, asset management and projects
  • Works with third party vendors to coordinate system updates, ensures opened tickets with vendors are resolved within a timely fashion
  • Performs required reports as assigned
  • Stays abreast of current industry trends in Information Technology
  • All other duties as assigned
  • Responds to rotating after-hours emergency calls
  • Become familiar with each client and their respective applications.
  • Learn fundamental operations of commonly used software, hardware, and other equipment.
  • Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.
  • Become familiar with helpdesk policies and services.
  • May act as system administrator for some in-house applications like Mitel, AD, and other related applications
  • Processes Level Investigates new technologies for the streamlining of IT / Business Operations
  • Provides, communication and follow up for all open service desk tickets
  • Provides on-going communication to manager and end users on open tickets
  • Troubleshoots diagnoses and resolves desktop, printer, phone and application related problems
  • Provides phone-based, user-facing and / or remote technical support
  • Complies with all CTS and IT Departmental policies
  • Documents administrative procedures and configurations. Prepare system documentation and other technical documents to accurately reflect existing environment
  • Works independently or as a member of a team on complex tasks
  • Become familiar with the Systems, Network, Database, Desktop Engineers, programmers, developers, and each team in the IT Department.

Non-Essential Duties and Responsibilities: No non-essential duties and responsibilities have been assigned.

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience                                                  

Bachelor's degree (B.S.) in Computer Science, Information Management from a four-year college or university and 2-4 years related experience.

Language Skills (In English)                                                        

Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills                                                     

Ability to work with asset management and budgeting. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to understand basic accounting principles.

Reasoning Ability                                                          

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.  Ability to interpret a variety of instructions furnished in written, verbal, diagram, or schedule form.

Networking / Computer Skills                                                                 

Service Desk best practices, Cloud based solutions and network architecture.  The ability to understand more advanced computer skills / technical concepts and be proficient in the advanced knowledge of software such as Microsoft Office Professional, TCP/IP, Visio, SolarWinds, and Mitel VOIP Phones.  A Strong working knowledge of Outlook, Office 365, and workstation setups.  An understanding of HIPAA, the Security Rule, ITIL, and NIST standards are a plus.  Familiarity with Transportation Management Software a plus.

Scope of Responsibilities

Incumbent functions independently within broad scope of established departmental policies and goals, generally refers specific problems to supervisor only where clarification of operating policies and procedures may be required.

Interpersonal Skills

Contacts involve the ability to influence actions of others where considerable perception is required to analyze individual circumstances and determine most appropriate course of action.  Ability to explain technical topics to a non-technical audience.

Certificates, Licenses, Registrations

N+, S+, ITIL certification (s) a plus.

 | COVID Vaccination Required

CTS offers a competitive, performance based, salary and fringe benefits program. CTS is an equal opportunity employer regardless of race, color, religion, creed, sex, marital status, national origin, disability, age, veteran status, on-the-job injury, sexual orientation, political affiliation or belief. Employment decisions are made without consideration of these or any other factors that employers are prohibited by law from considering. Any discriminatory action can be a cause for disciplinary action.


JOB CODE: 1000159