IT Service Desk Analyst II

Like a lifeline on Who Wants to Be a Millionaire?, an IT service desk is just a phone call away when you need quick answers to tough technical questions. As an IT service desk analyst at SAIF, you’ll use your communication and problem-solving skills to help employees work more productively, whether they’re at the office or telecommuting. You’ll also help our customers navigate our online business systems, with the goal of resolving as many questions as possible on the first call.
 
Whether you’re supporting desktop, network, internet, or associated applications, you’ll need to be detail-oriented and flexible to get the job done. Experience working with Windows 11 and Microsoft products, especially Outlook, Excel, Word, and Office365, and the ability to learn our internal systems is essential. You’ll be handling primarily first-level, support-type issues for a wide variety of topics, sometimes needing advanced troubleshooting. Expect to share how you fix problems with your teammates by drafting knowledge base documents to share with customers.
 
Working as an IT service desk analyst won’t make you a millionaire. But it will be: A. challenging; B. diverse; C. rewarding; or D. All of the above. If D is your final answer, please consider joining our team today.
Please note: This position is based out of our Salem office it will be onsite full time from 8-5, Monday through Friday.

Responsibilities:

• Be the first point of contact for SAIF employees and customers via phone, chat, email, and alerts while providing great interpersonal communication. Document and resolve incoming incidents and requests in SAIF’s service management tool.
• Troubleshoot and resolve tier 1 support incidents. Follow knowledge articles to address more complex incidents with a high attention to detail. Provide support for all IT services and systems as required. Collaborate and escalate to other IT members as needed.
• Assist in the IT hardware and software lifecycle processes.
• Create and/or update knowledge base documents detailing solutions and/or IT service desk procedures.
• Facilitate the onboarding of employees companywide.
• Strong knowledge of delivering support in a Microsoft environment with a focus on Office 365 applications.
• Maintain a working understanding of SAIF IT service management processes and best practices (ITSM/ITIL). Follow Incident, Request, Knowledge, Change, and Problem management processes and standards. Improve team procedures that interface with division service management processes.
• Perform rotational on-call duties.
• On-call support may be required on an as needed basis or part of a rotating schedule, including availability outside of business hours to support urgent IT issues or system implementations.
• Explore diverse perspectives and consistently behave sensitively toward differences in cultural norms, expectations, and ways of communicating. Work effectively with others who have different perspectives, backgrounds, and/or work styles.

Recommended qualifications:

• Two or more years of information technology experience assisting customers with incident resolution and service request management within a Microsoft environment, preferably in a Service Desk role. One or more years of customer services experience.
• A high school diploma or equivalent.
• Other combinations of skills and experience may be considered.

Next step

To receive consideration, please submit your resume with a cover letter to www.saif.com/careers by the close of this recruitment. We want your submission to count, so be sure it’s complete. Candidates who do not apply directly to our website will not be considered.

This recruitment will close on Friday, January 9, 2026.

If a sufficient number of qualified applications are received this recruitment may close early.

Job Type: Full-time

Pay: $65,484.00 - $77,040.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $65,484 - $77,040