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Associate Service Desk Analyst Jobs in Union, NJ

MTA Headquarters

Manager, IT Service Desk

New York, NY · On-site

$160K - $189K/yr

Monitor Service Desk operations through real-time dashboards, analytics, and workforce management tools to optimize staffing, productivity, service quality, and customer experience. * Develop and ...

NetCov

Service Desk Specialist II

Manhattan, NY · On-site

$58K - $85K/yr

Manage client IT systems and adhere to service level agreements * Assist with root-cause analysis ... Bachelor's degree or Associate's degree in Information Technology, Computer Science, Network ...

Proskauer

Help Desk Analyst

New York, NY · On-site

$65K - $85K/yr

Log, categorize, and manage incident and service request tickets, escalating or dispatching to ... Strong analytical thinking, problem-solving ability, and sound judgment in a support environment.

AEG

Manager, IT Service Desk

Manhattan, NY · On-site

$140K - $160K/yr

WHAT WE EXPECT OF YOU SUMMARY The Service Desk Manager is responsible for leading the daily ... Analyze incident trends and recurring issues to proactively identify problems and drive incident ...

Leeds Professional Resources

Be Seen First

IT Service Desk Associate

New York, NY · On-site

$40 - $60/hr

Our client is currently seeking an energetic and positive Service Desk Associate that will work ... Thoroughly and accurately understand issues and analyze the problem in a systematic fashion

Berenberg

Desk Analyst - Risk Arbitrage

New York, NY · On-site

Desk Analyst - Risk Arbitrage General information Country USA City New York Type of role ... The team provides clients with a joined-up, end-to-end service by researching, advising and trading ...

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All JobsAssociate Service Desk Analyst JobsAssociate Service Desk Analyst Jobs in Union, NJ

Associate Service Desk Analyst information

See Union, NJ salary details

$14

$24

$36

How much do associate service desk analyst jobs pay per hour?

As of Sep 3, 2026, the average hourly pay for associate service desk analyst in Union, NJ is $24.55, according to ZipRecruiter salary data. Most workers in this role earn between $20.10 and $27.45 per hour, depending on experience, location, and employer.

What is the difference between Associate Service Desk Analyst vs Service Desk Technician?

AspectAssociate Service Desk AnalystService Desk Technician
Required CertificationsCompTIA A+, ITIL FoundationCompTIA A+, HDI Support Center Analyst
Work EnvironmentHelp desk, remote support, IT support teamsHelp desk, on-site support, technical troubleshooting
Employer & Industry UsageIT service providers, corporate IT departmentsIT support companies, corporate IT departments
Common Search & ComparisonYesYes

The Associate Service Desk Analyst and Service Desk Technician roles share similar certifications and work environments, often working in help desk settings within IT departments or support companies. The main difference lies in the job scope: the Associate Service Desk Analyst typically handles initial support and customer communication, while the Service Desk Technician may focus more on technical troubleshooting and on-site support. Both roles are essential for effective IT support and often overlap in responsibilities.

Is an associate service desk analyst an entry level job?

Yes, an associate service desk analyst is typically considered an entry-level position that involves providing technical support, troubleshooting hardware and software issues, and assisting users. It often requires basic knowledge of IT tools and customer service skills, making it suitable for those starting their IT careers.

What does an associate service desk analyst do?

An associate service desk analyst provides technical support and assistance to users experiencing hardware, software, or network issues. They troubleshoot problems, document incidents, and escalate complex issues to higher-level support, often using ticketing systems and remote tools. This role typically requires good communication skills and basic knowledge of IT systems and tools.

What is the average salary for an associate service desk analyst in the US?

The average salary for an associate service desk analyst in the US is approximately $45,000 to $55,000 per year, depending on experience, location, and certifications. Entry-level roles may start lower, while those with additional skills in troubleshooting, ticketing systems, or ITIL frameworks can earn higher wages.

What are popular job titles related to Associate Service Desk Analyst jobs in Union, NJ?

For Associate Service Desk Analyst jobs in Union, NJ, the most frequently searched job titles are:

What job categories do people searching Associate Service Desk Analyst jobs in Union, NJ look for?

The top searched job categories for Associate Service Desk Analyst jobs in Union, NJ are:

What cities near Union, NJ are hiring for Associate Service Desk Analyst jobs?

Cities near Union, NJ with the most Associate Service Desk Analyst job openings:

Associate Service Desk Analyst jobs near you
Infographic showing various Associate Service Desk Analyst job openings in Union, NJ as of August 2026, with employment types broken down into 1% As Needed, 78% Full Time, 18% Part Time, and 3% Contract. Highlights an 91% Physical, 2% Hybrid, and 7% Remote job distribution, with an average salary of $51,060 per year, or $24.5 per hour.

Manager, IT Service Desk

Metropolitan Transportation Authority

New York, NY • On-site

$160K - $189K/yr

Full-time

Posted 14 days ago

Metropolitan Transportation Authority rating

7.5

Company rating: 7.5 out of 10

Based on 135 frontline employees who took The Breakroom Quiz

56th of 100 rated public transport

Job description

Description
Position at MTA Headquarters
JOB TITLE:
Manager, IT Service Desk
SALARY RANGE:
$160,963 - $189,990
DEPT/DIV:
Information Technology
SUPERVISOR:
Director, IT Service Desk
LOCATION:
2 Broadway, New York, NY 10004
HOURS OF WORK:
9:00 am - 5:30 pm (7.5 hours/day) or as required
This position is eligible for teleworking, which is currently 2 days per week. New hires are eligible to apply 30 days after their effective date of hire.
Opening:
The Metropolitan Transportation Authority is North America's largest transportation network, serving a population of 15.3 million people across a 5,000-square-mile travel area surrounding New York City, Long Island, southeastern New York State, and Connecticut. The MTA network comprises the nation's largest bus fleet and more subway and commuter rail cars than all other U.S. transit systems combined. MTA strives to provide a safe and reliable commute, excellent customer service, and rewarding opportunities.
Job Summary:
The Manager, IT Service Desk is responsible for overseeing the organization's enterprise-wide IT support services and ensuring that remote support is delivered efficiently and consistently, 24x7x365, with a focus on exceptional internal customer satisfaction. This role provides leadership and direction to IT Service Desk (ITSD) staff, ensuring incidents and requests are recorded, monitored, resolved, or escalated within established service levels. The Manager partners closely with cross-functional teams and the knowledge management team to maintain a robust knowledge base and continuously improve support processes, tools, and service quality.
Critical Skills:
  • In-depth experience supervising or managing an enterprise IT Service Desk, providing full remote 24x7x365 IT desktop, application, and mobile device support in a fast paced environment.
    • Ability to build strong relationships to support incident, problem, and change management, along with the associated analysis, planning, and control needed to maximize IT system availability.
    • Ability to create, maintain, and ensure the accuracy of knowledge base content-including help files-to support faster, more thorough resolutions by analysts.
    • Extensive experience with and technical knowledge of service desk software tools, including ACD, IVR, and various ITSM platforms (preferably Genesys Cloud and ServiceNow), as well as related tools.
    • Familiarity with networking concepts, including TCP/IP, DNS, DHCP, VPNs, and wireless technologies.

Responsibilities:
  • Manage the day-to-day operations of the MTA Enterprise IT Service Desk, ensuring the delivery of reliable, responsive, and customer-centric support services across all MTA agencies.
  • Drive operational excellence by ensuring Service Desk performance consistently meets or exceeds established service level agreements (SLAs), key performance indicators (KPIs), customer satisfaction targets, and operational objectives.
  • Monitor Service Desk operations through real-time dashboards, analytics, and workforce management tools to optimize staffing, productivity, service quality, and customer experience.
  • Develop and continuously improve Service Desk operations by applying industry-standard IT service management principles, service automation, knowledge management, and continual service improvement practices.
  • Partner with Infrastructure, Cloud Services, Cybersecurity, Enterprise Applications, Network Operations, End User Computing, and other technology teams to coordinate service restoration, root cause analysis, problem management, and change implementation.
  • Support the organization's IT modernization initiatives by leading the adoption and continuous enhancement of enterprise service management capabilities, including ServiceNow, intelligent automation, AI-assisted support, self-service portals, virtual agents, workflow automation, and digital service delivery.
  • Identify opportunities to automate repetitive support activities, streamline workflows, eliminate manual processes, and improve operational efficiency through emerging technologies and platform capabilities.
  • Lead continuous improvement initiatives by analyzing service trends, operational metrics, customer feedback, and recurring incidents to improve service quality, reduce ticket volumes, and increase first-contact resolution.
  • Manage workforce planning activities, including staffing strategies, scheduling, shift coverage, resource allocation, and operational readiness to ensure consistent service delivery across business hours and critical operations.
  • Lead, develop, and oversee Service Desk supervisors and analysts by providing leadership, coaching, performance management, succession planning, and professional development.
  • Oversee quality assurance programs by evaluating customer interactions, incident handling, and service request fulfillment to ensure compliance with established standards and identify coaching opportunities.
  • Establish and maintain a comprehensive knowledge management program by ensuring knowledge articles, standard operating procedures, self-service content, and support documentation remain accurate, current, and easily accessible to both support staff and end users.
  • Collaborate with enterprise architecture, application owners, and project teams to support technology implementations, cloud migrations, platform upgrades, system integrations, and new digital services while ensuring operational readiness and supportability.
  • Develop and maintain Service Desk operational processes, governance standards, and performance frameworks that align with enterprise IT service management strategies and modernization objectives.
  • Prepare, analyze, and present operational dashboards, executive reports, and performance metrics to communicate service performance, operational risks, customer experience trends, and continual improvement initiatives.
  • Ensure Service Desk operations comply with IT governance, cybersecurity policies, regulatory requirements, operational standards, and organizational procedures.
  • Support customer communications during major incidents, planned maintenance, service disruptions, and other operational events to ensure timely, accurate, and consistent messaging.
  • Support disaster recovery, business continuity, and operational resilience initiatives by ensuring Service Desk processes, communications, and support capabilities remain effective during emergency and recovery operations.
  • Manage vendor relationships and third-party service providers supporting Service Desk technologies and operations to ensure contractual service levels and organizational expectations are achieved.
  • Foster strong partnerships with business stakeholders and IT leadership to understand evolving business needs, improve service delivery, and align Service Desk capabilities with enterprise technology strategy.
  • Champion a culture of innovation, accountability, collaboration, customer service excellence, continuous learning, and continual service improvement across the Service Desk organization.
  • Oversee rigorous quality assurance processes to deliver reliability, performance, and safety objectives.
  • Oversees staff workload and quality of work, addressing performance issues when needed.
  • Lead recruitment, onboarding, employee engagement, performance management, and retention efforts to build and sustain a high-performing Service Desk organization.
  • Performs other duties as assigned
  • Complies with all policies and standards
  • May be required to work hours outside regular work hours, as applicable
  • Observes the work performed by contractors, as applicable
  • Reviews invoices and approves them if the work has contractual standards, as applicable
  • Addresses performance issues with the contractor when possible, as applicable
  • Escalates issues to other parties when needed, as applicable

Required Qualifications:
  • Bachelor's Degree in Arts/Sciences (BA/BS). A combination of education and experience may be considered in lieu of a degree.
  • Minimum 5 years of relevant technology experience.
  • Minimum 5 years to 7 years of demonstrated progressive hands-on technical support, system administration, Tier II/III Lead, team management, or IT service desk experience, including at least 4 years of demonstrated progressive IT supervisory and managerial IT service desk experience in an enterprise environment is preferred.
  • Demonstrated leadership ability.
  • Demonstrated ability to inspire, motivate, and empower people to achieve organizational goals.
  • Collaboration skills to ensure design specifications are seamlessly implemented by the development team.

Technical Skills:
  • Expert experience with computer hardware and software, including service desk and desktop support technologies; ACD and IVR platforms; ITSM platforms and service integration technologies; contact center solutions; implementation of enterprise service management tools (preferably Genesys Cloud and ServiceNow); performance analytics and reporting; incident, problem, and knowledge management; predictive analytics; workforce management; scripting; automation technologies; and emerging digital service management solutions.
  • Familiarity with AI-enabled service management capabilities, including conversational AI, virtual agents, intelligent ticket routing and triage, workflow automation, knowledge recommendations, and seamless escalation to live support to enhance the customer experience.
  • Experience developing, reviewing, maintaining, and governing enterprise knowledge management content, including knowledge articles, standard operating procedures, support documentation, and self-service resources to improve service quality and first-contact resolution. Experience with Knowledge-Centered Service (KCS) practices is preferred.
  • Ability to evaluate the performance, reliability, and effectiveness of technologies, systems, services, and operational processes against business objectives, service level agreements (SLAs), industry standards, and IT service management best practices, and recommend opportunities for continual improvement.
  • Ability to manage multiple priorities and initiatives simultaneously while monitoring and analyzing operational performance metrics, including client calls, incident and service request volumes, self-service adoption, service levels, workforce utilization, customer satisfaction, and other key performance indicators to support data-driven operational decisions.
  • Possess in-depth experience and technical skills in supervising/managing functional capabilities of service desk software tools, including ACD, IVR and various ITSMs, preferably Genesys Cloud and ServiceNow, and related tools
  • Highly skilled in managing personal computers, peripherals, mobile devices and application usage and support is strongly desired.
  • Expert ability to teach others how to interact with computer systems.
  • Strong understanding of computer hardware components, including motherboards, processors, RAM, and hard drives, and the ability to replace faulty parts.
  • Strong understanding of customer operating systems, specifically Windows - including installation, configuration, maintenance, and troubleshooting.
  • Strong familiarity with office software suites like Microsoft Office tools.
  • Strong ability to troubleshoot issues with software installations and usage.
  • Strong experience with help desk systems for tracking requests, incidents, and resolutions.
  • Ability to provide support remotely using tools like remote desktop.
  • Ability to troubleshoot connectivity issues and set up network devices such as routers and switches.
  • Knowledge of mobile operating systems such as iOS and Android, and the ability to troubleshoot issues with smartphones.
  • Familiarity with networking concepts, including TCP/IP, DNS, DHCP, VPNS, and wireless technology.
  • Understanding of security best practices, including use of firewalls and regular updates.
  • Knowledge of data backup methods and software.
  • Familiarity with Active Directory for managing user accounts, permissions, and groups.
  • Basic knowledge of virtualization technologies.
  • Knowledge of new technologies in the field.

Leadership Skills:
  • Expert leadership in leading change by developing inter/intra team communication and cohesiveness; sustainment of culture and supporting staff during organizational growth/changes.
  • Expert leadership in leading people by working with staff to develop systems to ensure consistent, high-quality project management discipline for all technology-related initiatives and endeavors.
  • Expert leadership in driving results by meeting organizational goals and customer expectations and making decisions that produce high-quality results by applying technical knowledge, analyzing problems, and calculating risks.
  • Expert leadership in business acumen by providing direction on evaluation, selection, implementation, and maintenance of information systems, ensuring appropriate investment in strategic and operational systems.
  • Expert leadership in building coalitions by internally and externally building partnerships with key stakeholders to help achieve the MTA's mission or common goals through influence or negotiations.

Behavioral Skills:
  • Demonstrated ability to lead teams, provide coaching and direct feedback.
  • Expert in active listening, attention to detail, customer service, prioritization, and problem-solving skills.
  • Expert in working independently and strategically.
  • Expert in identifying and analyzing risks and developing effective mitigation strategies.
  • Expert technical knowledge and diverse skillset to understand various technologies, systems, and potential risks.
  • Expert in critical thinking, problem-solving, and decision-making skills.
  • Expert in interpersonal, verbal, and written communication skills, with the ability to effectively collaborate with both technical and non-technical peers.
  • Expert in managing multiple projects simultaneously and prioritizing tasks based on urgency and impact.

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