Job DescriptionWe are seeking a Service Desk Analyst to work out of our New York office. The Senior Service Desk Analyst leads the day-to-day operations of the IT support team, resolving complex technical issues and developing service desk policies to ensure high-quality service delivery. This role requires strategic thinking, independent judgment, and close collaboration with IT leadership to align support services with business needs.
Responsibilities include, but are not limited to:- Develop and implement service desk policies, procedures, and standards to ensure efficient and effective IT support services
- Analyze service desk performance metrics and generate reports to inform strategic decisions and continuous improvement initiatives
- Manage escalated technical issues, coordinating with cross-functional teams to resolve complex problems
- Analyze systematic information systems issues and implement solutions that impact business operations
- Analyze current IT Resources support procedures implement changes that impact management policies
- Advice management in planning, purchasing and negotiation of agreements with vendors
- Perform other tasks and duties as required and assigned
Experience and Skills- Bachelor's Degree from an accredited University, preferably in Computer Science or other related fields
- 10+ years helpdesk experience
- Strong technical troubleshooting skills.
- Familiarity with ITSM tools and ITIL practices.
- Ability to analyze and resolve complex support issues.
- Effective leadership, communication, and customer service abilities.
- Combined with solid time management, independent judgment, and the capacity to mentor others and improve support processes.
- Ability to work in a constant state of alertness and safe manner
Job BenefitsAs part of our overall compensation package, Wedbush Securities offers an array of diverse benefits to all our colleagues. We believe that providing competitive benefit options yields the advantageous reward of establishing a healthy and inclusive foundational work culture.
- Comprehensive medical, dental, and vision coverage with multiple health plan options for you and your family
- Health Savings Account with company-sponsored contributions
- Flexible Spending Accounts (FSA) traditional and dependent care
- Pre-Tax Commuter Benefits
- 401(k) plan with discretionary, competitive company matching and profit-sharing contributions
- Tuition reimbursement up to $5,250/year
- 3 weeks of Paid Time Off
- 2 weeks of Paid Sick Time (may vary by location)
- 10 Paid Holidays
- Charitable Donation Matching Contributions
- Paid Leave (Parental Bonding, Military, Jury Duty, Volunteer Time Off, Disability, etc.)
- FINRA License Sponsorship
- Travel & Employee Assistance and Employee Discount Programs
The reasonable estimate of the compensation range for this role has not been adjusted for the applicable geographic location. A reasonable estimate of the current hiring range is $100,000- $120,000. Colleagues may be eligible for additional, discretionary incentive compensation based on the colleague's and the firm's performance. Decisions regarding compensation are determined on a case-by-case basis and are dependent on a variety of factors including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.
