Sr. IT Service Desk Analyst

Rimini Street•Las Vegas, NV

1d•Hybrid

About The Position

Rimini Street, Inc. (Nasdaq: RMNI), a Russell 2000® Company, is a proven, trusted global provider of end-to-end, mission-critical enterprise software support, managed services and innovative Agentic AI ERP solutions, and is the leading third-party support provider for Oracle, SAP and VMware software. Our comprehensive portfolio of unified solutions help run, manage, support, customize, configure, connect, protect, monitor, and optimize enterprise application, database and technology software, enabling our clients to achieve better business outcomes, significantly reduce costs and reallocate resources towards strategic projects. The Company has signed thousands of contracts with Fortune Global 100, Fortune 500, midmarket, public sector and government organizations who selected Rimini Street as their trusted, proven mission-critical enterprise software solutions provider and achieved better operational outcomes, realized billions of US dollars in savings and funded AI and other innovation investments. We are actively seeking a Sr. IT Service Desk Analyst. The role will report directly to the Manager, IT Service Desk. This is a hybrid position that requires 3 days a week in our Las Vegas, NV office. Position Summary 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

Senior Service Desk Support and Escalation 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.
Endpoint, Application, and User Support (Hands-On and Remote) 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.
Identity and Access Support 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.
Service Desk Reporting, Trend Analysis, and Continuous Improvement 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.
Training, Enablement, and Knowledge Improvement 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.
Compliance and Process Adherence 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).