Senior Service Desk Analyst

• Position Summary
• The Service Desk Analyst II provides advanced technical support and serves as an escalation point for complex incidents and service requests. This role is responsible for diagnosing and resolving technical issues, mentoring junior analysts, identifying recurring problems, and contributing to process improvements. The ideal candidate possesses strong technical expertise and a commitment to delivering exceptional customer service.

• Key Responsibilities
• Provide advanced troubleshooting and resolution for hardware, software, network, and system-related issues
• Act as the primary escalation point for incidents unresolved by Tier 1 support
• Analyze and resolve complex issues involving operating systems, applications, identity management, and endpoint devices
• Support and administer Microsoft 365, Active Directory, Azure AD/Entra ID, VPN, and endpoint management solutions
• Perform root cause analysis and recommend long-term solutions to recurring problems
• Coordinate with infrastructure, security, application, and vendor support teams to resolve issues
• Create and maintain technical documentation, knowledge articles, and support procedures
• Assist with onboarding, training, and mentoring Service Desk I team members
• Monitor ticket queues and ensure compliance with service level agreements (SLAs)
• Participate in IT projects, system upgrades, deployments, and technology rollouts
• Identify opportunities for automation and service improvement

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• Required Qualifications
• Associate or Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent work experience
• 3–5 years of IT support, service desk, or desktop support experience

Strong knowledge of:

• Windows and macOS operating systems
• Microsoft 365 administration
• Active Directory and Azure AD/Entra
• IDTCP/IP, DNS, DHCP, VPN, and networking concepts
• Endpoint management tools (Intune, SCCM, Jamf, etc.)
• Remote support technologies
• Experience with incident management and ticketing systems
• Strong analytical, troubleshooting, and documentation skills

• Preferred Qualifications
• CompTIA Network+, Security+, or Microsoft certifications
• Experience supporting cloud environments and SaaS applications
• Knowledge of ITIL processes and best practices
• Experience with PowerShell or other scripting tools

• Key Competencies
• Advanced Technical Troubleshooting
• Incident and Problem Management
• Customer Service Excellence
• Leadership and Mentoring
• Process Improvement
• Communication and Collaboration
• Critical Thinking

• Service Desk Analyst II is expected to independently resolve:
• Complex Microsoft 365 issues
• Advanced workstation and endpoint problems
• Identity and access management issues
• VPN and connectivity problems
• Software deployment failures
• Application configuration issues
• Multi-system incidents requiring cross-team coordination