Sr. IT Service Desk Analyst

Rimini Street•Las Vegas, NV

6d•$61,000 - $91,000•Hybrid

About The Position

The Sr. IT Service Desk Analyst is a senior, highly independent IT support professional responsible for delivering consistent, high-quality end-user support and helping maintain strong operational performance in a 24x7 service desk environment. This role serves as a senior escalation point for complex incidents and service requests, drives work to resolution within defined SLAs, and proactively improves service desk operations through reporting, documentation, training, and small-to-mid-sized projects. The ideal candidate is self-directed, customer-focused, and comfortable taking initiative with minimal oversight while partnering effectively across IT teams to restore service quickly and prevent recurring issues.

Requirements

5 years of IT experience supporting workstation computers on Windows and Mac platforms.
Demonstrated progressive experience leading work in a technical support environment (mentoring, acting as escalation, coordinating work, or supervising).
Experience supporting an environment of at least 500+ employees.
Experience working in a team-oriented, collaborative environment.
Strong customer service mindset with excellent troubleshooting and problem-solving skills.
Exceptional written and verbal communication skills.
Strong knowledge of end-user productivity tools and workstation applications (Microsoft 365, OneDrive, Teams, browsers).
Ability to prioritize and execute effectively in a high-pressure environment.
Self-directed and proactive: able to take initiative, work independently, and drive tasks/projects to completion with little support.
Strong judgment and accountability when handling escalations, sensitive access requests, and operational priorities.

Nice To Haves

Working knowledge of ServiceNow administration and reporting.
Relevant certifications (ITIL, MCSA, MCSE, or other applicable IT certifications).

Responsibilities

Resolve incidents and service requests received via ticketing tool, phone, and email with a focus on courteous, timely, and effective customer service.
Own follow-through on open tickets: monitor progress, communicate updates, and drive issues to resolution within defined SLAs.
Act as a senior escalation resource for complex, high-impact, or persistent issues; coordinate with other IT teams as needed to restore service.
Ensure accurate ticket documentation including problem description, troubleshooting performed, resolution details, and appropriate categorization.
Provide in-person and remote end-user support, including troubleshooting hardware, software, and connectivity issues.
Perform hands-on desktop support activities such as installing and upgrading software, installing hardware, configuring systems/applications, and implementing or validating file backup activities.
Support Windows and MacBook operating systems and hardware.
Support end-user productivity tools including web browsers (Chrome, Firefox, Safari) and Microsoft 365 apps with Copilot (Outlook, OneDrive, Word, Excel, PowerPoint, Teams), as well as workstation backup software.
Support VDI environments in AWS Workspaces and thin clients running Windows IoT.
Maintain and audit Active Directory user and computer accounts, access, and groups.
Support offboarding activities as required, including removing access to applications and Active Directory groups in alignment with internal processes.
Create and maintain ServiceNow reports for tracking and measuring incidents and service requests; communicate trends and insights to stakeholders as needed.
Identify recurring issues and recommend improvements to reduce repeat tickets and improve end-user experience.
Contribute to documentation and process improvements that increase consistency, quality, and speed of resolution.
Identify, recommend, develop, and deliver end-user training initiatives to improve self-sufficiency and reduce common ticket drivers.
Contribute to knowledge content (procedures, FAQs, how-to guidance) to support operational consistency and shift-left/self-service practices where appropriate.
Follow internal IT processes and procedures aligned to ITIL, ISO 27001, QMS 9000, and other applicable compliance frameworks.
Collaborate with other departments to identify and/or procure software for internal staff.
Routinely assess the environment against technology trends and make recommendations as appropriate.
Provide coverage for IT personnel as requested (including filling shifts, supporting absences, or supporting workload spikes).