IT Service Desk Analyst (Mainframe Operations & Customer Support)

Schedule: Must be flexible - this is a 24x7x365 operations environment (rotating shifts, nights, weekends, and holiday coverage as assigned), * The IT Service Desk Analyst serves as the front line of IT support for both internal employees and external customers, resolving incidents and service requests quickly and with a high degree of customer care.

• This role sits on the IT Service Delivery team and reports to the IT Service Delivery Manager, executing the day-to-day L1 triage, incident intake, and operations monitoring that keep business-critical systems available around the clock.
• A core responsibility of this role is supporting the company's mainframe-based order and invoicing system - monitoring jobs, responding to processing issues, and escalating appropriately so that order flow and billing are never interrupted.
• The ideal candidate combines strong first-level service desk fundamentals (M365, identity and password administration, ticket handling) with hands-on mainframe operations exposure, and thrives in a fast-moving, always-on support environment.

Responsibilities:

• Serve as the first point of contact for all IT incidents and service requests from internal and external customers via phone, email, and ticket queue.
• Perform L1 triage: capture, categorize, prioritize, and document every incident accurately in Jira Service Management (JSM), escalating to L2/L3 or vendor support when resolution exceeds L1 scope.
• Support and troubleshoot Microsoft 365 (Outlook/Exchange, Teams, SharePoint, OneDrive), Windows desktops, VPN/remote access, and standard enterprise applications.
• Administer identity and access requests - password resets, account unlocks, MFA enrollment, provisioning and deprovisioning - in line with established security standards.
• Monitor mainframe operations supporting the order and invoicing system: watch batch job execution, respond to job failures and abends, run reruns/restarts per documented procedures, and monitor output and print/distribution processes.
• Support external customer-facing order and invoicing issues, researching transaction and processing errors and coordinating resolution with business and technical stakeholders.
• Execute operations monitoring across servers, networks, and enterprise systems, acting on alerts and events per documented runbooks and escalation paths.
• Meet or exceed defined service level agreements (SLAs) and key performance indicators (KPIs) for response time, resolution time, and customer satisfaction.
• Follow ITIL-based incident, problem, and change management processes, contributing quality documentation that supports root cause analysis and problem management.
• Participate in the lifecycle of critical incidents - providing timely status updates, engaging the right resources, and supporting after-action review.
• Create, maintain, and improve knowledge base articles, runbooks, and standard operating procedures to increase first-contact resolution and shift-to-shift consistency.
• Support hardware and software provisioning, imaging, and asset tracking against enterprise standards.
• Identify recurring issues and process gaps, and surface improvement recommendations to the IT Service Delivery Manager.
• Deliver clean, complete shift handoffs in a 24x7x365 rotation so that in-flight issues are never dropped.

• 3+ years of experience in an IT service desk, help desk, or IT operations role supporting both internal and external customers.
• 3+ years of hands-on first-level support experience with Microsoft 365, Active Directory / Entra ID (password resets, account administration, MFA), and Windows desktop troubleshooting.
• Mainframe operations experience required - job/batch monitoring, abend response, rerun/restart procedures, and console operations (z/OS, JCL, JES, and job scheduling tooling such as Control-M or CA-7 are a plus).
• Experience supporting an order management, invoicing, or billing application, ideally one running on a mainframe platform.
• Experience with ITSM ticketing tools; Jira Service Management (JSM) strongly preferred.
• Working knowledge of ITIL/ITSM concepts - incident, problem, and change management - and of operating to defined SLAs and KPIs.
• Familiarity with operations monitoring and alerting tools, and comfort acting on alerts using documented runbooks.
• Exceptional customer service and communication skills, with the ability to explain technical issues clearly to non-technical internal and external customers.
• Strong problem-solving skills, sound judgment on when to escalate, and disciplined ticket documentation habits.
• Ability to manage multiple competing priorities in a fast-paced environment while maintaining attention to detail.
• Must be available to work a flexible schedule in a 24x7x365 environment, including nights, weekends, holidays, and on-call rotation as needed.
• ITIL Foundation certification preferred.
• College degree is required.