Junior Service Desk Analyst

About this role

Job Description: Please Note: This is a fully onsite position based in our Norwalk, CT office. Team members are required to work onsite Monday through Friday from 8:00 AM to 5:00 PM ET.

About the Role  

Americas Enterprise Technology is redefining what IT operations looks like — moving from a team that only responds to problems to one that anticipates and prevents them. Using real-time device monitoring and analytics, we spot patterns and remediate issues before employees ever notice something is wrong. That shift is what this role is part of.  

The IT Asset Technician sits within Technology Operations and is on the front line of that mission — managing hardware across its full lifecycle, supporting deployment and retrieval programs, and responding to tickets and service requests with speed and accuracy. The reactive work is real and it matters. But you will also be part of a team that uses data and automation to stay one step ahead, and you will have the tools and support to contribute to that.

This role offers the opportunity to build broad exposure across Technology Operations, including asset lifecycle management, service delivery, enterprise technology systems, automation, and digital employee experience tools. As you develop your skills and demonstrate ownership, you'll have opportunities to expand your responsibilities, contribute to process improvements, and pursue growth opportunities within Enterprise Technology.

It is a hands-on position with real responsibility and real growth potential. If you are someone who wants to learn how modern IT operations actually works — and help build it — this is the right place to start.

What You Will Do  

Service Desk & Ticket Management  

• Support all inbound engagement channels — phone, chat, email, and self-service.  

• Log and manage incidents accurately, capturing symptoms, diagnostic data, and related configuration item (CI) details.  

• Monitor ticket queue progress, keep users informed throughout the lifecycle, and resolve or escalate as appropriate.  

• Allocate unresolved tickets per established escalation procedures and maintain accurate resolution records.  

• Respond to escalations promptly, ensuring major incidents are handled with urgency and communicated clearly.  

Asset Management Support  

• Provide accurate information on hardware, software, and services available to employees.  

• Coordinate with the team on asset requests, tracking deployments and returns through the full asset lifecycle.  

• Monitor systems under the Asset team's remit, identify performance trends, and assist in corrective action to prevent recurring issues.  

• Maintain and update incident records, asset logs, and CI data throughout the full lifecycle.  

• Participate in asset lifecycle projects — including device deployment, technology refresh, and equipment retrieval — supporting the team in executing high-volume programs on time and to standard.  

• Maintain the accuracy of the CMDB and fixed asset register, ensuring every device is correctly recorded, assigned, and accounted for at each stage of its lifecycle.  

Customer Experience & Quality  

• Deliver consistent, high-quality service against established quality assurance measures.  

• Advise users on available systems, products, and services — communicating in plain language and from the customer's perspective.  

• Support positive and negative customer satisfaction outcomes with timely, honest responses.  

• Champion ITIL best practices across the team, contributing to a culture of disciplined, process-driven service delivery.  

Knowledge & Team Development  

• Contribute to the Service Desk knowledge base, ensuring documented processes and procedures are current and accurate.  

• Support the development and maintenance of asset team tools to meet evolving customer and IT service needs.  

• Train and support new team members as part of the service induction program.  

• Contribute to identifying opportunities where AI and automation could improve how the team works — this is an area of active investment for the team and a real growth opportunity for someone curious about where IT operations is heading.  

Who You Are  

You are someone who genuinely cares about the experience of the people you support. You bring an innovative mindset to everything you do — when you hit a wall, you look for a way around it rather than waiting for someone else to move it. You are energized by challenges, not discouraged by them, and you think creatively about how to get to a solution. You listen carefully, communicate clearly, and do not let details fall through the cracks. You are a team player who lifts others up and shares what you know. You hold yourself to a high standard, take ownership of your work, and when something goes wrong you focus on fixing it — not on explaining why it was someone else’s problem. You bring energy to everything you start and see it through to the end.  

Education & Experience  

• Bachelor’s degree preferred; equivalent work experience will be considered.  

• 1–3 years of experience in IT, technical support, or a related field.  

• Strong verbal and written communication skills — you can explain a technical issue clearly to someone who has no IT background.  

Required Qualifications  

• Genuinely excited to learn — you do not need to come in knowing everything, but you need to come in wanting to. This role is built for someone early in their IT career who is hungry to grow.  

• Strong customer service orientation with the ability to communicate clearly at all levels of the organization.  

• Good analytical and problem-solving skills, with a precise approach to documenting issues and resolutions.  

• Ability to organize and prioritize work effectively in a fast-paced, high-volume environment.  

• Methodical and disciplined — you follow established processes and flag when something does not fit.  

• Comfortable working under pressure, both indepen

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