Senior Service Desk Analyst - ITIL Certified, Salesforce Voice, Amazon Connect exp

The Senior Service Desk Analyst role is to provide front-line technical support for a large enterprise IT environment. You will answer and resolve incoming service desk contacts (voice and digital) using Amazon Connect and Salesforce Service Cloud Voice, following ITIL-aligned processes for incident, request, and escalation management.

Responsibilities

Answer, triage, and resolve service desk tickets and calls for an enterprise user base

Use Amazon Connect and Salesforce Service Cloud Voice to manage contacts, cases, and call workflows

Document incidents and requests accurately; escalate per defined ITSM procedures

Meet service-level targets for response, resolution, and customer satisfaction

Contribute to knowledge base articles and continuous improvement of support processes

Required Qualifications

2+ years of full-time experience providing ITSM technical support on a service desk for an enterprise IT organization of at least 5,000 end users

1+ year of experience using Amazon Connect and Salesforce Service Cloud Voice as a service desk tool

Current ITIL certification (validation link or certificate copy required)

Ability to provide verifiable professional references for each qualifying experience

Preferred

Experience supporting public sector / government programs

Additional certifications (HDI, CompTIA A+, Salesforce certifications)

Experience with knowledge management and AI-assisted agent tooling

Location Requirements

This role is a remote role.

To be considered for this position, candidates must reside in one of the following U.S. states: AR, AZ, CA, CO, CT, DE, FL, GA, IA, ID, IL, IN, KS, MA, MD, MI, MN, MO, NC, NH, NJ, NV, NY, OH, OK, OR, PA, TN, TX, VA, WI, and Washington DC.

Candidates residing outside these states are not currently eligible for consideration.

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa currently.

We are committed to pay equity and transparency. The compensation range for this position represents our good faith estimate of the range we reasonably expect to pay for this role at the time of posting. The actual compensation offered will be determined based on factors such as the candidate’s experience, skills, education, work location, and internal equity.

In addition to hourly pay, employees may be eligible for discretionary bonuses, commissions, or other incentive programs, as well as a comprehensive benefits package that includes medical, dental, vision, 401(k), paid time off, etc.

Estimated hourly Compensation Range:

$35—$50 USD