Senior Service Desk Analyst - ITIL Certified, Salesforce Voice, Amazon Connect exp

Senior Service Desk Analyst providing front-line technical support in a large enterprise IT environment supporting 5,000+ end users. Answers and resolves voice and digital contacts using Amazon Connect and Salesforce Service Cloud Voice, following ITIL-aligned processes for incident, request, and escalation management.

- Requires current ITIL certification, 2+ years of ITSM service desk experience, and 1+ year with Amazon Connect + Salesforce Service Cloud Voice - Documents incidents accurately, meets SLAs, and contributes to knowledge base articles - Remote role restricted to specific U.S. states; public sector experience a plus