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Role Description

This role offers an opportunity to play a critical part in maintaining the reliability and performance of enterprise IT systems within a highly regulated and fast-paced environment. As a senior Service Desk Analyst, you will support mission-critical operations by resolving complex technical issues, managing escalations, and ensuring seamless end-user support across multiple locations. The position combines hands-on troubleshooting with strategic process improvement, allowing you to influence IT service delivery and operational efficiency. You will also contribute to innovative initiatives involving automation and AI-powered tools to streamline workflows and enhance service quality. This role is ideal for an experienced IT professional who enjoys solving challenging problems, improving systems, and supporting teams that rely on dependable technology to operate effectively.

• Manage and resolve advanced service desk incidents and requests, acting as an escalation point for complex Level 2–3 technical issues across enterprise systems.
• Troubleshoot and support a wide range of technologies including operating systems, identity platforms, networks, endpoints, and enterprise applications.
• Administer collaboration and productivity tools within the Microsoft 365 ecosystem, ensuring secure and reliable access for users.
• Maintain and support identity and access management systems, including directory services and authentication platforms.
• Oversee endpoint lifecycle processes such as device staging, configuration, imaging, deployment, and replacement for employees across the organization.
• Participate in a rotating on-call schedule to support critical systems and ensure continuity of operations during off-hours.
• Identify opportunities to improve service desk efficiency through automation, AI tools, and improved knowledge management practices.
• Contribute to the development of internal applications, workflow automations, and reporting solutions using modern low-code platforms and AI-assisted technologies.

Qualifications

• Minimum of 7 years of progressive experience in enterprise IT service desk, end-user computing, or technical support roles within complex environments.
• Proven expertise troubleshooting advanced Level 2–3 technical issues across operating systems, networking, identity systems, and enterprise applications.
• Strong experience administering Microsoft 365 services, including collaboration platforms and productivity tools.
• Hands-on knowledge of endpoint management and device lifecycle processes using modern device management platforms.
• Practical experience with identity and access management solutions such as Active Directory, Entra ID, or similar systems.
• Familiarity with low-code platforms and automation tools, including Power Apps, Power Automate, and Power BI.
• Exposure to enterprise AI tools and productivity assistants, and the ability to apply them to improve workflows and IT operations.
• Strong communication skills with the ability to explain technical concepts clearly to both technical and non-technical stakeholders.
• Excellent organizational and time management skills, with the ability to independently manage complex tasks and priorities.

Benefits

• Competitive compensation package
• 401(k) retirement savings program
• Comprehensive medical coverage
• Dental insurance
• Vision care coverage
• Disability insurance
• Life insurance
• Employee assistance program
• Paid time off