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Service Desk Analyst I Jobs in Springfield, MA (NOW HIRING)

GovCIO

Service Desk Lead

Hartford, CT · On-site

$81K - $120K/yr

Responsibilities The IT Service Desk Lead supports federal customers by managing Tier 1/Tier 2 ... Conducts trend analysis on incidents, service requests, repeat issues, and user feedback to drive ...

New

Pennant Services

Sr. Service Desk Manager

Hartford, CT · On-site

Analyze operational workflows and identify opportunities to improve efficiency, quality, and user * satisfaction. * Lead continual service improvement initiatives designed to enhance Service Desk ...

nLeague Services Inc

Help Desk Analyst

Hartford, CT · On-site

$20.75 - $28.25/hr

Help Desk Analyst Client: CT DCF Location: 505 Hudson Street Hartford, Connecticut 06106-0000 Shift ... SCOPE OF WORK · The agency needs to engage the service of a Help Desk Technician consultant ...

Robert Half

Help Desk Analyst II

Warren, MA · On-site

$24 - $26/hr

We are looking for a Help Desk Analyst II to support employees across the corporate environment in ... Respond promptly to service requests, assess the scope of each problem, and escalate matters to ...

Waste Management

Analyst I, Digital Business

Windsor, CT · On-site

$68K - $98K/yr

I. Job Summary Under supervision, acts as a liaison between the Technology and the business of new ... The company, through its subsidiaries, provides collection, recycling and disposal services to ...

Waste Management

Analyst I, Digital Business

Windsor, CT · On-site

$68K - $98K/yr

I. Job Summary Under supervision, acts as a liaison between the Technology and the business of new ... The company, through its subsidiaries, provides collection, recycling and disposal services to ...

Waste Management

Analyst I, Digital Business

Windsor, CT · On-site

$68K - $98K/yr

I. Job Summary Under supervision, acts as a liaison between the Technology and the business of new ... The company, through its subsidiaries, provides collection, recycling and disposal services to ...

Westfield Bank

Help Desk Technician I (FT)

Westfield, MA · On-site

$22.79 - $34.18/hr

The technician will document incidents, fulfill service requests, escalate complex issues when ... Analytical Skills * Initiative * Organizational Skills * Problem Solving Education/Experience ...

Westfield Bank

Help Desk Technician I (FT)

Westfield, MA · On-site

$21 - $28.25/hr

The technician will document incidents, fulfill service requests, escalate complex issues when ... Analytical Skills * Initiative * Organizational Skills * Problem Solving Education/Experience ...

VIP Auto

ASE Technician - Manchester CT

Manchester, CT · On-site

... Service Desk personnel in order to meet work flow efficiency REQUIRED QUALIFICATIONS: 1. Knowledge, Skills, and Abilities • Read, analyze, and interpret technical instructions, journal and ...

vipauto

ASE Technician - Manchester CT

Manchester, CT · On-site

... Service Desk personnel in order to meet work flow efficiency _____ REQUIRED QUALIFICATIONS: 1. Knowledge, Skills, and Abilities • Read, analyze, and interpret technical instructions, journal and ...

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All JobsService Desk Analyst I JobsService Desk Analyst I Jobs in Springfield, MA

Service Desk Analyst I information

See Springfield, MA salary details

$14

$24

$35

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

As of Aug 21, 2026, the average hourly pay for service desk analyst i in Springfield, MA is $24.00, according to ZipRecruiter salary data. Most workers in this role earn between $19.66 and $26.83 per hour, depending on experience, location, and employer.

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

AspectService Desk Analyst IService Desk Technician
Required CredentialsHigh school diploma or equivalent; some certifications like HDI or CompTIA A+ often preferredHigh school diploma or equivalent; certifications like CompTIA A+ common
Work EnvironmentHelp desk or call center setting, providing technical support to end-usersIT support environment, troubleshooting hardware and software issues for users
Employer & Industry UsageCommon in IT service providers, corporate IT departments, government agenciesUsed in similar settings, often interchangeable with Service Desk Analyst I in job listings

Both roles involve providing technical support, troubleshooting issues, and assisting end-users. The main difference lies in terminology; 'Service Desk Analyst I' emphasizes a focus on customer service and communication skills, while 'Service Desk Technician' may highlight technical troubleshooting skills. Employers often use these titles interchangeably, but the core responsibilities and qualifications are similar.

What are popular job titles related to Service Desk Analyst I jobs in Springfield, MA?

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

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

The top searched job categories for Service Desk Analyst I jobs in Springfield, MA are:

What cities near Springfield, MA are hiring for Service Desk Analyst I jobs?

Cities near Springfield, MA with the most Service Desk Analyst I job openings:

Service Desk Analyst I jobs near you
Infographic showing various Service Desk Analyst I job openings in Springfield, MA as of August 2026, with employment types broken down into 1% As Needed, 77% Full Time, 18% Part Time, and 4% Contract. Highlights an 91% Physical, 1% Hybrid, and 8% Remote job distribution, with an average salary of $49,930 per year, or $24 per hour.

Service Desk Personnel

AITA Consulting Services, Inc.

West Hartford, CT • On-site

$20.75 - $28.50/hr

Other

Posted 10 days ago

Job description

REQUIRED AGENCY
Department of Emergency Services and Public Protection
PROJECT/SYSTEM OVERVIEW
The Connecticut Information Sharing System (CISS) provides an integrated solution for the sharing of criminal justice information (CJI) within the Connecticut criminal justice agencies, in full compliance with the current versions of both the state and federal CJIS Security Policies. Help Desk support operations is a critical element for this program; a Help Desk Analyst is necessary to execute these objectives.
  1. SCOPE OF WORK

The Help Desk Analyst position is responsible for providing Level 1 end user support for issues related to the computer systems at CJIS, the Connecticut Information Sharing System (CISS) and any other system managed by CJIS. The Help Desk Analyst is expected to leverage strong interpersonal skills and solid communication skills to rapidly become a contributor to the implementation of the CJIS support strategy. The CJIS team needs a Help Desk Analyst to ensure the following work is performed:
Specific Services Required
  • Exhibit quick-response customer support and work with clients over the phone to troubleshoot, analyze, diagnose and engage appropriate technical resources to resolve client issues.
  • Provide proactive follow-up, effective problem resolution, and end-to-end ownership of the problems.
  • Ability to develop good rapport with technology staff to foster positive team development to ensure accurate and timely updates and resolution to customer issues.
  • Must be customer centric and aggressive in promoting your customers' needs and getting them met.
  • Must follow all documented help desk processes and procedures to ensure consistent, quality support to end users.
  • Must answer and address all incoming service calls and emails and route accordingly.
  • Keep well-documented, up-to-date case notes on all tickets daily.
  • Ensure constant service ticket flow by escalating tickets that require higher-level assistance.
  • Provide first level of customer support and resolve issues or escalate as needed.
  • Ensure client support requests are well documented and triaged appropriately.
  • Must coordinate and work closely with the Help Desk Manager to service and provide training for our internal and external clientele.
  • Ensure the logging of all incidents and service requests.
  • Conduct timely triage and escalation in accordance with SLA requirements.
  • Address and resolve tier 1 level incidents and requests.
  • Engage with other service desk resources and escalate as needed to other technical teams.
  • Accurately document interactions, incidents, and problems.
  • Work with service desk and other teams to develop, enhance and clearly document technical process and procedure.
  • Follow, enhance and develop procedural documentation related to user account provisioning and management.
  • Develop, enhance and maintain knowledge base articles used by other IT staff.
  • Participate in Production support review meetings.
Required Skills/Experience
The candidate must have the following skills or experience:
  • Bachelor of Science in Information Technology or related field.
  • Minimum 3 years IT support experience and knowledge of Help Desk processes and procedures.
  • Minimum 3 years of experience working in IT Help Desk support environment.
  • Working knowledge of System Center Service Manager or other enterprise ticketing systems alike.
  • Familiarity with Information Technology Infrastructure Framework (ITIL) processes related to IT service and support.
  • Excellent Customer Service skills, including a positive attitude and ability to instill confidence in your customers.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Ability to work cooperatively with other team members, including team lead/manager, support staff, developers, vendors, etc. a must.
  • Proficient with the following technologies: Microsoft Windows 7/10, Microsoft Office 2010/2013/2016, TCP/IP, DNS, DHCP, Telnet and Active Directory.
Travel
  • Does this position include travel? No. Candidate should not be expected to travel to offsite meetings.
  • Any and all travel that could be involved with this position will not be reimbursed by CJIS or the State of CT. Travel reimbursement is the responsibility of the respective vendor.

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