Senior Service Desk Analyst

BXP•San Francisco, CA

3d•$93,500 - $138,875

About The Position

The Senior Service Desk Analyst oversees, monitors, maintains, and supports IT services for end users. The role manages technologies, processes, and controls that maintain and elevate IT service standards and security, and serves as an escalation point and technical resource for issues and projects involving Infrastructure Services and Application & Data Services. The analyst provides in-person and remote end-user support across regions; supports operating systems, applications, hardware, corporate systems, and services; manages accounts and access; and maintains software, hardware, directory, and security standards. The position also manages desktop software packaging, deployment, patching, and compliance, and partners with the IS Security team on reporting and continuous improvement. The role manages service and technology improvement initiatives, including ownership of ServiceNow automations and workflows, and partners with other IT groups on upgrades, deployments, and implementations. Additional duties include provisioning services with SCCM and Intune, maintaining required documentation, researching technologies, recommending purchases based on user needs, and providing one-on-one instruction. The position regularly interacts with employees, vendors, and contractors, and reports to the Manager, Regional IT Services. It involves general office and computer-repair work, movement between departments and building floors, and lifting computers and monitors weighing up to 50 pounds. Travel and flexible schedules outside normal business hours may be required.

Requirements

Bachelor’s degree or equivalent educational certification.
At least 5 years of desktop support experience in a Microsoft environment.
Extensive knowledge of Windows 10/11, Microsoft Office, remote-support applications such as Teams and RDP, networking equipment such as switches, routers, and firewalls, and PowerShell scripting.
Strong working knowledge of desktop security protections, Group Policies, and patching solutions.
Understanding of networking concepts and basic working knowledge of switches and routers.
Proven ability to troubleshoot and resolve technical issues.
Excellent verbal and written communication skills and ability to interact with employees at all levels.
Ability to manage multiple tasks and partner on or independently manage projects.
Demonstrated commitment to customer service and excellence in work habits, with willingness to embrace change.
Ability to work proactively, independently, and as part of a team.
Detail-oriented and methodical approach to problem-solving and managing multiple projects.
Aptitude for learning technical concepts; results-oriented and able to quickly learn to support new products and technologies.
Ability to travel and work flexible schedules outside normal business hours when required.

Responsibilities

Respond to end-user support requests in person and remotely, escalate issues across regions, and support Windows 11, Microsoft 365, Azure Virtual Desktop, Adobe, and other operating systems and applications.
Maintain Active Directory accounts and provision and manage access through Active Directory and Security Manager.
Deploy and support desktops, laptops, printers, mobile devices, phones, conference-room technologies, corporate applications, systems, and services.
Maintain and enforce software, hardware, directory, and security policies and standards.
Serve as a technical escalation point for team members and partner IT service groups, and troubleshoot and resolve technical issues.
Support Windows Group Policies, Active Directory organizational units, Intune profiles, and desktop security policies.
Manage desktop software packages and deployment platforms, patching, and compliance processes using SCCM, Intune, and other technologies.
Partner with the IS Security team on reporting, analysis, and ongoing improvements.
Manage service, process, and technology improvement initiatives and own ServiceNow automations and workflows.
Partner with Infrastructure Services and Application & Data Services on upgrades, deployments, and implementations, serving as an onsite technical resource.
Maintain documentation in accordance with policies and control requirements.
Research new technologies and products, recommend purchases based on user requirements, and conduct one-on-one instruction.
Complete special projects and other assigned duties.