Job Title: Service Desk Analyst
Department: Technology Services - Technology Service Desk
Reports To: Senior Manager, Tech Service Desk
Job Overview:
As a world-renowned cultural institution, Lincoln Center for the Performing Arts (LCPA) is dedicated to presenting exceptional performing arts experiences to audiences. The Technology Services department plays a pivotal role in the successful execution of events and performances across nearly every artistic form and genre, from free educational programming to large-scale, multi-day corporate activations. This team serves Lincoln Center's iconic venues-including Alice Tully Hall, David Geffen Hall, and Damrosch Park-as well as other off-campus and outdoor spaces.
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Service Desk Analyst plays a critical role in ensuring effective IT incident management and end-user support. As the primary dispatcher for service incidents, this role is responsible for triaging, escalating, and tracking tickets to ensure timely resolution. The Service Desk Analyst also provides Tier 1 ticket resolution, helping to resolve common IT issues before escalation. The ideal candidate excels in communication, problem-solving, and customer service, contributing to the overall success of the Service Desk by maintaining service workflows and collaborating across teams to enhance IT service delivery.
Key Responsibilities:
- Act as the Primary dispatcher for technology service incidents, ensuring tickets are triaged and escalated appropriately.
- Monitor ticket queues and assign incidents to the appropriate team members based on urgency and complexity.
- Provide Tier 1 Ticket Resolution, resolving common IT issues before escalation to higher-tier support teams.
- Provide backup support for key software systems.
- Collaborate with Service Desk and Tier 2 teams to identify and resolve recurring incidents.
- Work across teams to streamline service workflows and improve IT service processes.
- Document ticket resolutions, trends, and updates to enable continuous service improvement.
- Ensure adherence to service response and resolution goals by tracking ticket progress and resolution timelines.
- Deliver excellent customer service to end-users, including prompt and professional communication.
- Maintain familiarity with baseline Service Desk responsibilities, such as troubleshooting Macs, PCs, mobile devices, and peripherals.
Qualifications:
Education and Experience
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- 2+ years of experience in a customer-facing IT support role, preferably within a Service Desk environment.
Technical Skills
- Strong proficiency in IT service management tools, preferably ServiceNow or similar platforms.
- Familiarity with troubleshooting and supporting Windows and macOS operating systems.
- Experience with mobile device management (MDM) solutions, such as Jamf or Microsoft Intune.
- Working knowledge of Microsoft Active Directory/Entra ID for account management and access control.
- Understanding of network troubleshooting concepts, including VPNs, Wi-Fi, and DHCP.
- Ability to identify trends in incidents and escalate recurring issues for resolution.
Soft Skills
- Exceptional written and verbal communication skills.
- Strong organizational and time management abilities.
- Excellent customer service and interpersonal skills.
- Analytical mindset with the ability to troubleshoot and resolve complex technical issues.
- Ability to work across teams and departments to improve IT service workflows and efficiency.
- Strong problem-solving and continuous improvement mindset.
Preferred Qualifications:
- CompTIA A+ or equivalent certification.
- Experience with structured IT service management frameworks, such as ITIL.
Working Conditions
- This role requires availability during standard business hours and occasional after-hours support for critical incidents.
- Hybrid work environment with a mix of on-site and remote responsibilities.
Why Join Us?
Lincoln Center for the Performing Arts (LCPA) is a world-renowned performing arts institution, and as a Service Desk Analyst, you will play a crucial role in ensuring that technology runs smoothly for our staff, constituent organizations, artists, and guests. You will be part of a collaborative team that values continuous learning, problem-solving, and exceptional service. If you're looking to make a meaningful impact in IT service management while working in a dynamic and inspiring environment, this is the place for you!