Service Desk Analyst, On-site - Stamford, CT

Description

Service Desk Analyst, On-site – Stamford, CT

Wanted: dynamic and creative individuals ready to connect with a like-minded team. You’ll enjoy all the autonomy you need to help our clients make their digital infrastructure faster and more effective. Free reign for free spirits doesn’t mean you’ve got to go it alone. Over 1400 teammates from around the globe are eager to help you out when things get down to wire. That means you’ll be able to thrive in an organization with a team that supports you and welcomes everyone’s ideas – whether a partner, consultant, or analyst. So get ready to kickstart your career with a team that’s connected – connected by freedom.

Position Overview

This is an opportunity to be part of a highly collaborative, globally connected ISG Service Desk team that values initiative, practical problem-solving, and making work better for everyone. Based in Stamford, you’ll provide hands-on support for 30 local office users, direct assistance to 500 employees across the US, and overflow support for 1,000 colleagues worldwide. You’ll also play a key role in keeping the Stamford office running seamlessly, with a strong focus on supporting conference room and video collaboration solutions that are essential to how our teams and clients connect.

While you’ll coordinate closely with two US-based Service Desk teammates who work remotely, you’ll be a member of a two-person on-site IT support in Stamford, trusted to keep things moving and make a real impact. The role involves close collaboration with other IT teams, especially Infrastructure, so a strong grasp of core infrastructure services and a problem-solving mindset are essential. Above all, we’re looking for someone who’s passionate about delivering outstanding user experiences and eager to help people work smarter every day.

Responsibilities

This role offers the chance to build and expand a broad set of IT skills while supporting line-of-business applications and end-user devices for both internal teams and external clients. You’ll work across hardware, software, networking, and communications technologies.

• Apply a structured, diagnostic approach to solving technical issues, ensuring users feel supported and informed
• Solid problem-solving skills with a structured diagnostic approach
• Hands-on experience with Office 365, Azure, and endpoint security tools
• Proficiency with Microsoft Office, Windows 10/11, and macOS
• Strong understanding of networking fundamentals (DHCP, DNS, TCP/IP, routing)
• Practical troubleshooting experience in both Windows and Mac environments, working directly with users on-site and remotely
• Clear and professional verbal and written communication skills
• Skilled in remote diagnostics and familiar with remote support tools
• Experience with collaboration platforms like Microsoft Teams, Zoom, and WebEx
• Understanding of ITIL principles and best practices
• Familiarity with service desk ticketing systems
• Strong interpersonal skills and a proactive, user-focused mindset
• Able to work independently and manage priorities with a flexible approach
  
  

Required Skillsets

• Based at our corporate headquarters in Stamford, Connecticut
• Hybrid work model: minimum 4 days in the office
• 3 years of experience, primarily in deskside or desktop support
• Experience supporting a user base of 200 is preferred
• Previous experience working as part of a global IT team
• Technical certification such as CompTIA A is a plus
• Strong teamwork skills with the ability to take initiative, be proactive, and adapt as needed
• Dependable, responsible, and able to work efficiently to deliver timely solutions
  
  

Education

• Bachelor’s degree in a relevant field or equivalent workplace experience
  
  

At ISG, we don’t just accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our employees, our clients, and our communities. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. ISG is proud to be an equal opportunity workplace and we are committed to creating an inclusive environment for all employees. The more diverse and inclusive we are, the better our work will be.

The duties and responsibilities described in this job description may not be a comprehensive list. Additional tasks may be assigned to the employee from time to time and/or the scope of the job may change as necessitated by business demands.