Senior Service Desk Analyst

BXP•San Francisco, CA

About The Position

Oversee, monitor, maintain, and support IT services for end users. Manage the technologies, processes, and controls that maintain and elevate IT service standards and security. Serve as a technical resource and escalation point for issues and projects involving Infrastructure Services and Application & Data Services. The role provides end-user support, maintains hardware and software standards, manages accounts and access, supports desktop security and patching, and contributes to technology implementations and internal IT operations. The position regularly interacts verbally and in writing with employees, vendors, and contractors of BXP, and may interface with external vendors. It reports directly to the Manager, Regional IT Services, who provides supervision and guidance and periodically coordinates, evaluates, and monitors work performance. The work includes general office tasks performed sitting or standing, computer repair, movement between departments and sometimes building floors, and lifting computers and monitors weighing up to 50 pounds. Travel and flexible schedules outside normal business hours may be required. The expected base salary range is $93,500–$138,875. Compensation depends on role, skills, experience, qualifications, location, and other job-related factors. BXP offers a competitive total rewards package, including base salary and an annual discretionary bonus, alongside the benefits listed below.

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 and Microsoft Office.
Knowledge of remote support applications such as Teams and Remote Desktop Protocol (RDP).
Knowledge of networking, including switches, routers, and firewalls; basic working knowledge of switches and routers is also specified.
Scripting experience with PowerShell.
Strong working knowledge of desktop security protections, Group Policies, and patching solutions.
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.
Commitment to and proficiency in a customer service culture.
Excellence in work habits and willingness to embrace change.
Ability to work proactively and independently, as well as part of a team.
Detail-oriented, methodical approach to problem-solving and managing multiple projects.
Aptitude for learning technical concepts and ability to learn quickly while supporting 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 operating systems and applications including Windows 11, Microsoft 365, Azure Virtual Desktop, and Adobe.
Maintain Active Directory accounts and provide support for Intune.
Support operating systems and desktop software applications, and maintain and enforce software policies and standards.
Deploy and support desktops, laptops, printers, mobile devices, phones, and conference room technologies; maintain and enforce hardware policies and standards.
Provision and manage access through Active Directory and Security Manager, and maintain and enforce directory policies and standards.
Deploy and support corporate applications, systems, and services.
Act as a technical escalation point for other team members and for Infrastructure Services and Application & Data Services, assisting with issue resolution.
Support Windows Group Policies, Active Directory organizational units, and Intune profiles; maintain and enforce security policies; manage patching through SCCM and Intune; and maintain inventory.
Manage desktop software packages and the deployment platform, as well as the desktop software patch and compliance process.
Partner with the Information Security team on reporting, analysis, and ongoing improvements.
Manage process, service, and technology improvement initiatives, and take ownership of ServiceNow automations and workflows.
Partner with Infrastructure Services and Application & Data Services on upgrades, deployments, and implementations; serve as an onsite technical resource.
Use Microsoft System Center Configuration Manager (SCCM), Intune, and other technologies to develop and provision services.
Maintain documentation in accordance with policies and control requirements.
Research new technologies and products, and recommend purchases based on user requirements.
Provide one-on-one instruction.
Complete special projects and other assigned duties.