Senior Service Desk Analyst
About The Position
The Senior Service Desk Analyst will be responsible for resolving Tier 1 & Tier 2 tickets, serving as an escalation point for complex issues, and administering the Microsoft 365 environment. This role involves managing endpoint deployments, maintaining network connectivity, and supporting both remote and occasional on-site users. The analyst will also be responsible for maintaining documentation, collaborating with IT leadership on process improvements, and ensuring key performance indicators related to ticket resolution time, first-call resolution, and customer satisfaction are met.
Requirements
- 6 years minimum of experience in an IT support or helpdesk role (Level 1 or Level 2).
- Hands-on experience with Microsoft Intune, Autopilot, and Entra ID (Azure AD).
- Solid understanding of Windows 10/11 operating systems.
- Working knowledge of TCP/IP networking, including IP addressing, DNS, and DHCP.
- Experience configuring network printers, including SMTP relay and static IP assignment.
- Familiarity with SharePoint Online document libraries and permissions management.
- Basic proficiency in PowerShell scripting and command-line tools.
Nice To Haves
- Industry certifications such as CompTIA A+, Network+, Microsoft 365 Certified: Endpoint Administrator Associate, or equivalent.
- Experience with Microsoft 365 administration (Exchange Online, Teams, SharePoint Admin Center).
- Familiarity with ticketing systems and ITIL-based service management practices.
- Experience supporting both Windows and iOS Mobile devices in a managed environment.
Responsibilities
- Solve Tier 1 & Tier 2 tickets.
- Serve as escalation point for complex service desk tickets.
- Diagnose and resolve advanced hardware, software, and access issues.
- Administer Microsoft 365 environment (user provisioning, access control, device compliance).
- Manage endpoint deployment via Intune/Autopilot.
- Maintain and troubleshoot network connectivity (VPN, DNS, DHCP issues).
- Support job sites and field users (remote + occasional onsite).
- Maintain documentation, SOPs, and knowledge base articles.
- Partner with IT leadership on process improvements and automation.
Benefits
- Competitive pay with bonus opportunities
- Medical, prescription, dental & vision coverage with zero to low weekly premiums
- 401(k) with discretionary company match
- Generous paid time off (vacation, sick time, and paid holidays)
- Disability income protection
- Life insurance for employees and eligible dependents
- Optional added protection with critical illness and accident plans
- Career growth & development opportunities
- In-house training programs
- Certificate & tuition reimbursement
- Wellness program
- Employee Assistance Program (EAP)
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
