IT Service Desk Analyst

Service Desk Analyst

Join Crane Currency as a Service Desk Analyst working out of Waltham, MA where you'll solve complex technical challenges, drive continuous improvement, and help shape the future of IT support for a global organization.

Crane Currency is a premier industrial technology company and a pioneer in currency manufacturing and advanced micro-optics technology for securing physical products. Our sophisticated equipment and software leverage proprietary core capabilities with detection and sensing technologies. Around the world, our customers trust us to anticipate their needs with innovative, reliable, and high-quality currency & authentication solutions and services, just as they have for generations.

As a Service Desk Analyst, Level 3, you will serve as a technical leader focused on maintaining the stability and efficiency of IT support operations. You will resolve complex technical issues, analyze trends, and lead service improvement initiatives that strengthen the end-user experience. This role offers the opportunity to mentor team members, influence IT best practices, and contribute to strategic technology initiatives across the organization. Your work will directly support business success by reducing downtime, improving service delivery, and helping employees stay productive.

• Act as a subject matter expert for IT support processes and tools.
• Lead the resolution of high-impact incidents and service disruptions.
• Develop and implement standard operating procedures and best practices.
• Mentor and coach junior team members to improve performance and technical capability.
• Collaborate with IT leadership on strategic initiatives and service improvements.
• Participate in audits and ensure compliance with IT policies and standards.
• Analyze ticket trends and recommend process improvements that enhance efficiency.
• Support the rollout of new systems, technologies, and enterprise solutions.

Required:

• Associate's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• 4-7 years of experience in IT support with progressively increasing responsibility.
• Strong knowledge of IT systems, support tools, and troubleshooting methodologies.
• ITIL Foundation certification.
• Experience leading projects, initiatives, or continuous improvement efforts.
• Must be a U.S. Citizen with the ability to demonstrate and maintain suitability for employment in a position of Public Trust consistent with U.S. Government contract requirements.

Preferred:

• Experience with scripting, automation, or endpoint management tools.
• Familiarity with enterprise-scale IT environments.
• Project management training or certification.

We offer top-notch benefits, including medical, dental, vision, company bonus plan, 401(k) match and more. Discover more about our benefits here: Crane Currency Benefits.

We are a passionate team of creators and problem solvers, united by our purpose: we give people confidence every day in moments that matter. This comes to life through our Shared Values:

• People Matter
• Do the Right Thing
• Trusted Partner
• Innovate for Growth
• Always Improving

Learn more about our culture: Life at Crane Currency.

Crane NXT is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, or national origin or any other characteristic protected under applicable federal, state, or local law.