Senior Analyst, Service Desk
Wedbush, New York, NY, United States
Overview
Wedbush Securities
is one of the largest securities firms and investment banks in the nation. We provide innovative financial solutions through our Wealth Management, Capital Markets, Futures and Advanced Clearing and Prime Services divisions. Headquartered in Los Angeles, California, with over 100 offices and more than 80 correspondent offices, our commitment to providing relentless, customized services is the foundation of our growth. We 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
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 and support procedures; implement changes that impact management policies.
Advise management in planning, purchasing, and negotiation of vendor agreements.
Perform other tasks and duties as required and assigned.
Experience And Skills
Bachelor's Degree from an accredited university, preferably in Computer Science or related fields.
10+ years of 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.
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 in a safe manner.
What We Offer
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 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 performance. Decisions regarding compensation are determined on a case-by-case basis and depend on factors including skill sets, experience and training, licensure and certifications, and other business needs.
EEO & Legal Wedbush Securities is proud to be an Equal Employment Opportunity employer. We do not discriminate based on race, religion, color, creed, sex, sexual orientation, gender, gender identity or expression, national origin, ancestry, citizenship status, marital status, pregnancy, age, medical condition, disability, genetic information, or other characteristics protected by law. We aim to foster a culture of inclusion where all colleagues are valued and have equal opportunities to succeed. Wedbush uses E-Verify to confirm the eligibility of all newly hired employees to work in the United States. Learn more about E-Verify and your rights and responsibilities here: https://www.e-verify.gov/employees/e-verify-overview This position is subject to laws or regulations that restrict employment based on criminal history, including but not limited to FINRA rules and related notices.
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Wedbush Securities
is one of the largest securities firms and investment banks in the nation. We provide innovative financial solutions through our Wealth Management, Capital Markets, Futures and Advanced Clearing and Prime Services divisions. Headquartered in Los Angeles, California, with over 100 offices and more than 80 correspondent offices, our commitment to providing relentless, customized services is the foundation of our growth. We 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
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 and support procedures; implement changes that impact management policies.
Advise management in planning, purchasing, and negotiation of vendor agreements.
Perform other tasks and duties as required and assigned.
Experience And Skills
Bachelor's Degree from an accredited university, preferably in Computer Science or related fields.
10+ years of 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.
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 in a safe manner.
What We Offer
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 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 performance. Decisions regarding compensation are determined on a case-by-case basis and depend on factors including skill sets, experience and training, licensure and certifications, and other business needs.
EEO & Legal Wedbush Securities is proud to be an Equal Employment Opportunity employer. We do not discriminate based on race, religion, color, creed, sex, sexual orientation, gender, gender identity or expression, national origin, ancestry, citizenship status, marital status, pregnancy, age, medical condition, disability, genetic information, or other characteristics protected by law. We aim to foster a culture of inclusion where all colleagues are valued and have equal opportunities to succeed. Wedbush uses E-Verify to confirm the eligibility of all newly hired employees to work in the United States. Learn more about E-Verify and your rights and responsibilities here: https://www.e-verify.gov/employees/e-verify-overview This position is subject to laws or regulations that restrict employment based on criminal history, including but not limited to FINRA rules and related notices.
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