{"id":2419865,"url":"https://alion.io/job/eze-castle-integrations-service-desk-analyst-2","title":"Service Desk Analyst","company":{"id":3810727,"name":"ECI","domain":"eci.com","url":"https://alion.io/company/eze-castle-integrations","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":{"grade":"A","score":95,"open_postings":6,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":72,"computed_at":"2026-10-27T05:46:45Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":58000,"max_usd":148000,"period":"year","method":"role_country_seniority_unknown","sample_n":2276},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"ITIL","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"OneDrive","optional":false},{"name":"Outlook","optional":false},{"name":"PowerShell","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"SharePoint","optional":false},{"name":"TCP/IP","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-09-25T04:00:00Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-27T06:18:07Z","board_verified":true,"closed_at":null,"days_open":32,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":32},"description":"About ECI\nECI is a leading global provider of managed services, cybersecurity, and business transformation for the financial services industry. We support more than 1,000 clients worldwide, representing over $3 trillion in assets under management. Our mission is to provide stability, security, and operational excellence—so our clients can focus on running their businesses. At ECI, our passion for technology is matched by our commitment to our people. We foster a culture of accountability, continuous improvement, and client-first thinking.\n\nThe Opportunity\nWe are seeking highly motivated and client-centric Service Desk Analysts to join our global Service\nDelivery organization. This role is ideal for technologists who thrive in a fast-paced managed services\nenvironment, enjoy solving complex end-user problems, and take pride in delivering a world-class\nsupport experience.\nYou will serve as a critical front line for our clients—many of whom operate in high-pressure,\ntime-sensitive financial environments—providing Level 1 and Level 2 support across modern\nMicrosoft-centric ecosystems. Beyond resolving incidents, you will help identify trends, reduce repeat\nissues, and contribute to the continuous improvement and evolution of the Service Desk.\nWork model: Onsite role based in our New York office (with potential flexibility based on business\nneeds).\n\nWhat You Will Do\nProvide Level 1 and Level 2 end-user support for Windows-based environments across multiple client locations.\nDeliver an exceptional client experience, particularly during high-impact or VIP incidents.\nTriage, diagnose, and resolve incidents and service requests using ITIL-aligned practices.\nSupport and troubleshoot issues related to:\nMicrosoft 365 (Outlook, Teams, OneDrive, SharePoint)\nExchange Online and email security\nEndpoint performance, OS issues, and application errors\nFile access, permissions, restores, and print services\nRemote access technologies (Cloud PC, AVD, Citrix, VPN)\nPerform user and access administration in Active Directory and Azure AD (Entra ID).\nSupport endpoint management and security tooling, including Microsoft Intune and MDM/MAM platforms.\nUse ServiceNow and remote support tools to manage workload and meet SLA commitments.\nCollaborate with Engineering, Network, Security, and Client Success teams to drive timely resolution and escalation.\nParticipate in project work such as new-hire onboarding, hardware refreshes, Microsoft 365 migrations, and cloud adoption initiatives. 365Identify recurring issues, document known errors, and contribute to service improvement initiatives.\n\nRequired Skills & Experience\nExperience providing end-user IT support in a corporate or MSP environment (early-career candidates considered).\nStrong working knowledge of:\nWindows 11\nMicrosoft 365 and Office applications\nAzure AD (Entra ID), Exchange Online, OneDrive, SharePoint, and Teams\nHands-on experience with endpoint and device management tools (e.g., Microsoft Intune).\nFamiliarity with identity and access concepts including MFA and conditional access.\nBasic PowerShell usage for administrative tasks.\nExperience supporting mobile devices (iOS and Android).\nFoundational networking knowledge (TCP/IP, DNS, DHCP).\nWorking knowledge of cybersecurity fundamentals.\nExperience with a service management platform (ServiceNow preferred).\nStrong communication skills and ability to work in a high-volume support environment.\nPreferred / Nice-to-Have\nExperience working within a Managed Service Provider (MSP).\nFamiliarity with ITIL v4 concepts.\nExposure to Azure.\nExperience supporting Apple/Mac-based environments.\nExperience supporting financial services or alternative investment clients.\nFamiliarity with Bloomberg, Refinitiv, or FactSet.\nRelevant certifications (MS-900, AZ-900, ITIL 4 Foundation).\nWhat Success Looks Like\nHigh client satisfaction and positive client feedback.\nConsistent achievement of SLA and quality targets.\nReduction in repeat incidents through strong troubleshooting and documentation.\nEffective collaboration with peers and escalation teams.\nContinued growth in technical depth and ownership.\nWhy Join ECI?\nSupport mission-critical financial services clients globally.\nExposure to modern cloud, security, and automation technologies.\nClear career development pathways.\nCompetitive compensation and benefits.\nA culture that values accountability, teamwork, and continuous improvement.\nLove your job. Share your passion for technology. Create your future at ECI.\n\nWorking Conditions\n Ability to work under a moderate noise level (i.e., working on an open floor with printers, telephones, and computers; or working in a datacenter) Ability to be flexible and successfully respond to multiple work pressures Willing to work extra hours as needed; including late nights and weekends Sitting or standing for extended periods of time Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components","description_format":"text","description_chars":4982,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Security","Managed IT Services (MSP)"],"lifecycle":[{"event":"open","at":"2026-10-13T04:52:21Z"}],"visa":[],"liveness":{"score":76,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.84,"p_room":0.9,"age_days":32,"expected_fill_days":72,"reasons":["conf:3","velocity","win:mid"],"computed_at":"2026-10-27T05:46:45Z"},"pay":null,"html_url":"https://alion.io/job/eze-castle-integrations-service-desk-analyst-2","json_url":"https://alion.io/job/eze-castle-integrations-service-desk-analyst-2.json","meta":{"generated_at":"2026-10-27T06:37:10Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":6860,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-28T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3810727},"rest":"https://alion.io/mcp/rest/get_company?id=3810727"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Feze-castle-integrations-service-desk-analyst-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Feze-castle-integrations-service-desk-analyst-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Feze-castle-integrations-service-desk-analyst-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/eze-castle-integrations-service-desk-analyst-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Feze-castle-integrations-service-desk-analyst-2"}]}