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Senior Help Desk Analyst Jobs in Springfield, MA

Sharecare

Lead Customer Service Rep

Hartford, CT · On-site

Handling escalated member concerns while also providing Help Desk support for the Customer Service ... Identifying trends in escalations and preparing data used to identify root cause analysis.

USM

Sr. Data Analyst

Windsor, CT · On-site

$45 - $50/hr

... help customers around the globe, giving top of the line solid and practical IT benefits which are ... Job Title: Sr. Data Analyst Type: Contract Duration: 6+ months Location: Windsor, CT Rate: $45-50 ...

CVS Health

Senior Analyst, FP&A - DDAT

Hartford, CT · On-site

$46K - $112K/yr

Join us and be part of something bigger - helping to simplify health care one person, one family and one community at a time. As Senior Analyst, FP&A - DDAT, this role will report to the Lead ...

CVS Health

Senior Analyst, FP&A

Hartford, CT · On-site

$46K - $122K/yr

Join us and be part of something bigger - helping to simplify health care one person, one family and one community at a time. Position Summary The Sr. Analyst, FP&A supports financial planning ...

New

IFG Companies

Senior Actuarial Analyst

Hartford, CT · On-site

$100K - $130K/yr

Draft POSITION SUMMARY The Senior Actuarial Analyst ("SAA") plays an important role in supporting ... Supporting regular rate indication analyses to help assess profitability and inform business unit ...

CVS Health

Senior Analyst, Indirect Tax

Hartford, CT · On-site

$46K - $112K/yr

Join us and be part of something bigger - helping to simplify health care one person, one family ... As a Senior Indirect Tax Analyst, you will report to the Senior Manager, Indirect Tax. Your primary ...

Ra

Customer Analytics Senior Manager

Hartford, CT · On-site

They help in transforming the leading organizations and communities around the world. Organizations infrastructure and culture is amazing. Best place!! Job Title: Customer Analytics Senior Manager ...

FAVARH

Senior Behavioral Experimentation Analyst

Hartford, CT · On-site

$88K - $117K/yr

Start your Voyage - Apply Now Help Transform Financial Wellness Through Data, Behavioral Science ... We're seeking a curious, analytical, and innovative Senior Behavioral Experimentation Analyst to ...

ISO New England, Inc.

Senior Business Analyst

Holyoke, MA · On-site

$105K - $140K/yr

Help design the grid of the future. ISO New England's System Operations Readiness team is seeking ... Strong analytical mindset with the willingness to ask questions and seek clarity * Desired but Not ...

ISO New England Inc.

Senior Business Analyst

Holyoke, MA · On-site

$105 - $140/hr

Help design the grid of the future. ISO New England's System Operations Readiness team is seeking ... Strong analytical mindset with the willingness to ask questions and seek clarity * Desired but Not ...

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All JobsHelp Desk Analyst JobsSenior Help Desk Analyst JobsSenior Help Desk Analyst Jobs in Springfield, MA

Senior Help Desk Analyst information

See Springfield, MA salary details

$53.3K

$109.5K

$142K

How much do senior help desk analyst jobs pay per year?

As of Aug 14, 2026, the average yearly pay for senior help desk analyst in Springfield, MA is $109,462.00, according to ZipRecruiter salary data. Most workers in this role earn between $90,200.00 and $136,500.00 per year, depending on experience, location, and employer.

What does a senior help desk analyst do?

A Senior Help Desk Analyst provides advanced technical support and troubleshooting for computer systems, software, and hardware issues within an organization. They handle complex user problems, mentor junior support staff, and may help develop support procedures and documentation. Additionally, they often serve as an escalation point for issues that cannot be resolved by entry-level help desk technicians. Their goal is to ensure users experience minimal downtime and maintain productivity by quickly resolving IT-related issues.

How much does a senior help desk analyst make in the US?

A senior help desk analyst in the US typically earns between $55,000 and $75,000 annually, depending on experience, location, and certifications. They often require strong technical skills, knowledge of ticketing systems, and customer service abilities.

What is the difference between Senior Help Desk Analyst vs Help Desk Technician?

AspectSenior Help Desk AnalystHelp Desk Technician
Required CertificationsCompTIA A+, HDI-SCA, ITILCompTIA A+, HDI-SCA (preferred)
Work EnvironmentCorporate IT support, enterprise environmentsHelp desk, technical support centers
Employer & Industry UsageLarge organizations, IT service providersSmall to medium businesses, IT support firms
Common Search & ComparisonHigher-level troubleshooting, escalationBasic support, issue resolution

The Senior Help Desk Analyst typically handles more complex issues, provides mentorship, and escalates problems when necessary. Help Desk Technicians focus on resolving common technical issues and providing first-level support. The senior role requires more experience and certifications, often working in larger organizations, while the technician role is more entry-level and widespread across various business sizes.

What are the key skills and qualifications needed to thrive as a senior help desk analyst?

To thrive as a Senior Help Desk Analyst, you need advanced troubleshooting skills, a strong understanding of IT systems, and experience with customer support, often backed by a relevant degree or certifications like CompTIA A+ or ITIL. Familiarity with ticketing systems (such as ServiceNow or Jira), remote support tools, and enterprise software is typically required. Outstanding communication, patience, and a customer-centric attitude are crucial soft skills for resolving complex issues and mentoring junior staff. These competencies ensure timely resolution of technical problems, high user satisfaction, and efficient IT support operations.

What are some common challenges senior help desk analysts face when supporting a large organization, and how can they effectively manage these challenges?

Senior Help Desk Analysts in large organizations often encounter challenges such as handling high ticket volumes, balancing urgent requests, and supporting a wide range of technologies. Effective time management, prioritization skills, and staying updated with the latest tools and processes are essential for success. Collaborating closely with other IT teams and maintaining clear communication with end-users can also help resolve complex issues efficiently and ensure a positive support experience.

What are popular job titles related to Senior Help Desk Analyst jobs in Springfield, MA?

For Senior Help Desk Analyst jobs in Springfield, MA, the most frequently searched job titles are:

What job categories do people searching Senior Help Desk Analyst jobs in Springfield, MA look for?

The top searched job categories for Senior Help Desk Analyst jobs in Springfield, MA are:

What cities near Springfield, MA are hiring for Senior Help Desk Analyst jobs?

Cities near Springfield, MA with the most Senior Help Desk Analyst job openings:

Senior Help Desk Analyst jobs near you

Lead Customer Service Rep

Sharecare

Hartford, CT • On-site

Other

Re-posted 13 days ago

Sharecare rating

7.3

Company rating: 7.3 out of 10

Based on 32 frontline employees who took The Breakroom Quiz

305th of 887 rated healthcare providers

Job description

Job Description:

Sharecare is the leading digital health company that helps people - no matter where they are in their health journey - unify and manage all their health in one place. Our comprehensive and data-driven virtual health platform is designed to help people, providers, employers, health plans, government organizations, and communities optimize individual and population-wide well-being by driving positive behavior change. Driven by our philosophy that we are all together better, at Sharecare, we are committed to supporting each individual through the lens of their personal health and making high-quality care more accessible and affordable for everyone. To learn more, visit?www.sharecare.com.

Job Summary:

Essential Job Functions:

  • Under the supervision of the Customer Service Manager, the?Customer Service - Escalations team member's primary responsibilities include:?

  • Handling escalated member concerns while also providing Help Desk support for the Customer Service Team.??

  • Researching, responding, and providing a resolution, within the appropriate timeframe, to member inquiries submitted via phone, chat, email, or fax.??

  • Provide support for the customer service team through the manning and operation of the Help Desk.??

  • Serving as a resource and assisting the team of Customer Service Representatives (CSR's) with questions related to escalated or technical issues.??

  • Being a reliable point of contact for members by keeping them updated on steps being taken to research and resolve any unsettled concerns.??

  • Partnering with the Customer Service Manager to identify training opportunities that improve CSR problem solving steps, technical understanding, and first call resolution.??

  • Identifying trends in escalations and preparing data used to identify root cause analysis.??

  • Supporting contract performance guarantees by performing other duties as deemed?necessary;?answering inbound calls, assisting with outbound campaigns.??

  • Ability to work flexible hours and shifts.??

Qualifications :

  • GED or High School diploma supplemented by technical medical knowledge, specialized secretarial and/or computer courses.? College course work is desirable.

  • Minimum of 2 years previous call center or customer service experience

Specific Skills/ Attributes:

  • Ability to work effectively with all levels of management and other?colleagues;?demonstrating leadership, initiative, and a customer service orientation.???

  • Possessing analytic skills and a technical acumen; computer competencies should?include:?word processing, spreadsheet, and database management.??

  • Ability to work independently but also thrive in a team environment built on information sharing.??

  • Demonstrating interpersonal abilities used to build relationships that contribute to the team's success.??

  • Displaying sound judgment and critical thinking skills.?

  • Excellent verbal and written communication skills.?

  • Detail oriented and well organized.??

Sharecare and its subsidiaries are Equal Opportunity Employers and E-Verify users. Qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, sexual orientation, gender identity, religion, age, equal pay, disability, genetic information, protected veteran status, or other status protected under applicable law.

Sharecare is an Equal Opportunity Employer and doesn't discriminate on the basis of race, color, sex, national origin, sexual orientation, gender identity, religion, age, disability, genetic information, protected veteran status,or other non-merit factor.

What Sharecare employees say

Pay

Benefits

Hours and flexibility

Workplace

Get the full story on Breakroom

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About Sharecare

Sourced by ZipRecruiter

Sharecare is the leading digital health company that helps people - no matter where they are in their health journey - unify and manage all their health in one place. Our comprehensive and data-driven virtual health platform is designed to help people, providers, employers, health plans, government organizations, and communities optimize individual and population-wide well-being by driving positive behavior change. Driven by our philosophy that we are all together better, at Sharecare, we are committed to supporting each individual through the lens of their personal health and making high-quality care more accessible and affordable for everyone. To learn more, visit www.sharecare.com.

Industry

Fitness and sports centers

Company size

1,001 - 5,000 Employees

Headquarters location

Atlanta, GA, US

Year founded

2009

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