Sr. Service Desk Analyst

Penn Entertainment•Houston, TX

2d•Onsite

About The Position

The Sr. Service Desk Analyst provides advanced technical support for complex end-user issues while mentoring junior analysts and maintaining high service quality standards across PROENERGY's global operations. This role serves as a technical escalation point for challenging problems, leads knowledge transfer initiatives, and helps develop team capabilities while ensuring excellent customer service for employees across our global energy operations. The position requires deep technical expertise combined with strong communication skills to resolve complex issues and guide less experienced team members in supporting our critical energy infrastructure. The Senior Helpdesk Analyst serves as the lead technical resource and subject matter expert for end-user computing across PROENERGY’s global operations. This role provides advanced support for complex issues, establishes enterprise standards for helpdesk operations, develops knowledge resources, and advises IT leadership on user experience and technology adoption strategies. The Senior Helpdesk Analyst also mentors junior staff, leads service improvement initiatives, and exercises independent judgment in designing support processes, recommending technology solutions, and aligning helpdesk operations with enterprise IT policies.

Requirements

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa.
Successful candidate will need to satisfactorily complete pre-employment drug screen and background
Must be able to speak, read, and write English fluently.
Bachelor’s degree in Information Technology, Computer Science, or related field (Associate’s degree with equivalent experience considered)
5+ years of progressive helpdesk or end-user support experience, including responsibility for system/process design or policy input.
Demonstrated ability to lead projects or initiatives within IT support
Demonstrated experience mentoring or training junior technical staff
Experience influencing service delivery strategy, standards, or compliance practices
Advanced knowledge of Windows 10/11 troubleshooting, administration, and enterprise deployment
Strong proficiency with Microsoft 365 applications, cloud services, and collaboration platforms
Working knowledge of macOS, iOS, and Android device support in enterprise environments
Experience with Active Directory, Group Policy, and user account management in complex environments
Familiarity with networking fundamentals, VPN technologies, and remote access solutions
Basic understanding of server infrastructure, virtualization, and cloud computing concepts
Knowledge of industrial computing environments and operational technology considerations
Proficiency with ITSM platforms (ServiceNow, Remedy, or similar enterprise tools)
Experience with remote support tools (TeamViewer, Remote Desktop, LogMeIn, etc.)
Knowledge of asset management and inventory tracking systems
Familiarity with monitoring and diagnostic tools for proactive issue identification
Understanding of ITIL service management processes and best practices
Exceptional customer service skills with patience, empathy, and professional demeanor
Strong analytical and problem-solving abilities for complex technical issues
Excellent written and verbal communication skills for technical and non-technical audiences
Ability to explain technical concepts clearly to users with varying technical backgrounds
Strong attention to detail and documentation skills for knowledge management
Capability to work independently with minimal supervision while maintaining team collaboration
Leadership potential and mentoring abilities for team development
Understanding of energy sector operations and regulatory compliance requirements
Knowledge of industrial control systems and operational technology environments
Familiarity with global support operations and time zone coordination challenges
Experience with business continuity and disaster recovery support procedures
CompTIA A+ certification (required)

Nice To Haves

Experience in manufacturing, energy, or industrial environments preferred
Microsoft 365 Certified: Modern Desktop Administrator Associate
ITIL 3 Foundation or higher level certification
Additional vendor certifications (Apple, Google, Cisco, VMware) valued
Industry-specific certifications related to energy or manufacturing sectors
Experience with PowerShell scripting and automation for administrative tasks
Knowledge of virtualization technologies and virtual desktop infrastructure (VDI)
Understanding of mobile device management (MDM) platforms and enterprise mobility
Familiarity with cloud computing platforms (Azure, AWS, Google Cloud)
Experience with cybersecurity tools, endpoint protection, and security incident response
Knowledge of backup and disaster recovery technologies and procedures
Experience in global support operations with multi-site coordination
Background in project management and process improvement methodologies
Knowledge of compliance frameworks and audit support activities
Experience with vendor management and technical escalation coordination
Understanding of business analysis and requirements gathering processes
Background in training development and curriculum design
Experience leading technical projects or improvement initiatives
Background in performance management and team development
Knowledge of change management and organizational development
Experience with budget planning and resource management
Understanding of strategic planning and technology roadmap development

Responsibilities

Provide Level 2 technical support for complex hardware, software, and network connectivity issues across global operations
Troubleshoot advanced Windows, macOS, and mobile device problems requiring specialized knowledge and expertise
Resolve complex Microsoft 365 issues including Exchange Online, SharePoint, Teams, and OneDrive for global workforce
Support VPN connectivity, remote desktop, and virtual collaboration technology problems for field operations
Diagnose and resolve printing, peripheral, and hardware compatibility issues in office and industrial environments
Coordinate with infrastructure teams for server, network, and application-related user problems affecting business operations
Evaluate recurring issues and implement preventive measures, standards, or process changes
Advise IT leadership on technology configurations, policies, and long-term service desk strategies
Support specialized engineering software and industrial applications used in energy operations
Serve as primary escalation point for junior analysts on complex technical issues requiring advanced troubleshooting
Research and resolve recurring problems to prevent future incidents and improve service reliability
Create and maintain detailed problem resolution documentation and knowledge base articles for team reference
Coordinate with vendors and specialized technical teams for escalated issues affecting critical business systems
Track and manage complex tickets through resolution ensuring timely closure and customer satisfaction
Conduct root cause analysis for systemic issues affecting multiple users or business operations
Participate in major incident response and coordinate technical resources during service outages
Develop and maintain helpdesk policies, procedures, and documentation to ensure consistency and compliance
Analyze helpdesk performance metrics, identify trends, and recommend operational improvements to management
Oversee knowledge management efforts, ensuring creation and maintenance of troubleshooting guides, FAQs, and training resources for common issues
Create user guides and self-service documentation for business applications and procedures
Update and improve existing documentation based on new technologies and evolving business requirements
Conduct knowledge transfer sessions with team members on new technologies, solutions, and best practices
Maintain accurate asset information and configuration details in IT management systems
Document lessons learned and best practices for continuous team knowledge sharing and improvement
Support training documentation for energy sector-specific applications and compliance requirements
Mentor and coach junior service desk analysts on technical skills and customer service best practices
Provide on-the-job training for new team members during onboarding process and skills development
Lead technical training sessions on new technologies, applications, and support procedures
Share expertise through informal coaching and collaborative problem-solving with team members
Assist with performance improvement initiatives for team members requiring additional support
Participate in hiring process by conducting technical interviews and skills assessments for new candidates
Contribute to annual performance assessments by providing input on technical skill growth and service quality
Support career development planning and certification guidance for junior staff
Build strong relationships with frequent users and key business stakeholders across global operations, acting as a trusted advisor for employees and leaders regarding technology use and IT service expectations
Proactively communicate with users during extended troubleshooting processes and service impacts
Gather user feedback on service quality and identify improvement opportunities for service delivery and translate insights into strategic service improvements
Represent service desk at user meetings, technology rollout sessions, business stakeholder meetings, and IT project rollouts
Maintain professional, helpful demeanor during challenging support situations and high-pressure incidents
Follow up with users to ensure complete satisfaction with problem resolution and service quality
Support business continuity during critical operations and emergency response situations
Identify opportunities for process improvements and automation to enhance service delivery efficiency and improve user experience
Pilot new tools, evaluate results, and present recommendations for enterprise adoption
Participate in technology evaluations and pilot programs for new tools and solutions
Support implementation of self-service capabilities and user empowerment initiatives
Contribute to service desk metrics analysis and performance improvement planning
Collaborate with other IT teams on infrastructure improvements and user experience enhancements
Support compliance and audit activities related to IT service delivery and documentation