Senior Service Desk IT Analyst

EP Wealth Advisors, LLC•Torrance, CA

5h•$85,000 - $100,000

About The Position

The Senior Service Desk IT Analyst provides Tier 1/2/3 support for moderate to complex technical issues, service requests, and incidents while ensuring a customer-first approach and strong organizational discipline. This role emphasizes exceptional customer service, clear workstream and ticket organization, accurate documentation, and adherence to established processes and knowledge management best practices. Technical expertise is important, but prioritizing communication, documentation, and process compliance is critical to success.

Requirements

Associate or bachelor’s degree in information technology or related field (preferred) or equivalent experience.
Minimum of 3–5 years in a similar senior or supervisory role, preferably within a corporate environment.
Strong knowledge of ITIL functions (Incident, Change, Knowledge Management, IT Asset and License Management).
Knowledge of network administration and troubleshooting.
Experience with Microsoft Entra and Azure Active Directory; Intune experience recommended.
Strong knowledge of Windows operating systems; macOS knowledge is a plus.
Exceptional customer service orientation, with demonstrated analytical and problem-solving skills.
Robust organizational skills, with the ability to multitask and prioritize in a high-demand environment.
Ability to travel to company offices throughout the U.S. (~25%).

Responsibilities

Provide Tier 1/2/3 service desk support for moderate to complex technical issues, service requests, and incidents.
Deliver high-touch, in-person support for C-Suite/VIP users, ensuring premium customer experience.
Serve as an escalation point of contact for users and oversee the delivery of high-quality service to ensure satisfaction.
Participate in training and provide ongoing guidance for desktop support associates.
Assess and resolve issues related to hardware (laptops, desktops, peripherals), software (Microsoft Office 365, SharePoint, OneDrive, Adobe Acrobat), Active Directory account issues, mobile devices, and other enterprise applications.
Fulfill routine end-user requests, resolve service failures, perform routine operational maintenance, and administrative tasks.
Strive for first-call resolution on tickets; escalate and assign issues to appropriate support groups when necessary.
Utilize the ITSM application for issue and request tracking, ensuring: All user requests are documented with appropriate tickets. Tickets contain clear, concise notes capturing symptoms, troubleshooting steps, ownership, and next actions. All tickets requiring follow-up receive timely attention within designated SLAs.
Maintain organized ticket queues and workstreams to ensure predictable flow and prioritization.
Interact with asset management, network services, software systems engineering, applications development, and printer maintenance services to identify, correct, and restore technical problems.
Partner with the Service Desk Manager to recommend continuous improvement initiatives that enhance service delivery.
Help ensure industry-standard cybersecurity practices are implemented and followed.
Collaborate with technology team members, promoting best practices in documentation, communication, and customer service.
Collaborate with other IT teams and organizational stakeholders to resolve complex technical issues.
Ensure all business activities comply with the EP Wealth Code of Business Conduct.
Other duties as assigned.