IT Service Desk Analyst

Job Purpose

The IT Service Desk Analyst – Software Systems & Automation Support provides application and system support for business-critical platforms, including ERP, order entry databases, and legacy systems. This role focuses on troubleshooting software issues, supporting internal tools, executing and validating scripts, and contributing to the continuous improvement of help desk processes. 

The ideal candidate is highly independent, detail-oriented, and proactive, with a strong ability to document solutions and identify efficiencies. While the role is best suited for a midlevel analyst, a junior candidate with demonstrated initiative, strong documentation habits, and a willingness to learn can be successful in this position. 

Essential Functions and Responsibilities

Application and System Support 

• Provide day to day support for software systems, including NetSuite ERP, order entry databases (Microsoft SQL Server and AWS hosted environments), and legacy DB2 SQL systems. 

• Troubleshoot and resolve application issues escalated to the Help Desk, following issues through to resolution. 

• Perform data analysis and validation using SQL queries to support troubleshooting and issue resolution. 

• Collaborate with IT team members, developers, and business users to identify root causes and implement effective solutions.

Script Execution and Internal Tools 

• Execute, validate, and monitor scripts used to support help desk operations, including data checks, cleanup tasks, and reporting. 

• Learn and utilize internal tools developed to support help desk and application support workflows. 

• Follow established procedures for running scripts and tools, and provide feedback or documentation improvements as needed. 

Process Improvement 

• Identify recurring issues and inefficiencies within help desk operations. 

• Recommend and implement improvements to workflows, documentation, and support processes. 

• Assist in reducing repeat incidents through root cause analysis and standardized solutions. 

Documentation and Knowledge Management 

• Create, update, and maintain technical documentation in Confluence, including troubleshooting guides, standard operating procedures, and known issue documentation. 

• Ensure documentation is clear, accurate, and accessible to both technical and nontechnical audiences. 

• Convert onetime fixes and tribal knowledge into reusable documentation. 

Ownership and Professional Responsibility 

• Manage assigned tickets and tasks independently, prioritizing work to meet business needs. 

• Communicate status, findings, and resolutions clearly and professionally. 

• Escalate issues appropriately when required while maintaining ownership and follow-up responsibility. 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required Education and Experience

Education and Experience 

• Degree in Information Technology, Computer Science, or a related field, or equivalent practical experience. 

• Experience in an IT Help Desk, Application Support, or similar software-focused support role. 

Technical Skills 

• Working knowledge of SQL, including writing queries and reviewing data (Microsoft SQL Server preferred). 

• Experience supporting enterprise software applications; ERP system experience preferred. 

• Familiarity with ticketing systems and structured support workflows. 

• Strong documentation skills, preferably using Confluence or a similar knowledgebase platform. 

Professional Skills 

• Ability to work independently with minimal supervision. 

• Strong analytical and problem-solving skills with a focus on root cause analysis. 

• Clear written and verbal communication skills. 

• Strong organizational skills and attention to detail. 

Preferred Education and Experience

• Experience supporting NetSuite or similar ERP platforms. 

• Familiarity with AWS hosted systems or cloud-based application environments. 

• Knowledge of Python and/or Node.js, particularly for scripting, automation, or internal tools. 

• Experience executing scripts and reviewing code to understand behavior and outcomes. 

• Exposure to legacy systems such as DB2 SQL.