Senior IT Service Desk Analyst

About the role

The Sr. IT Service Desk Analyst provides advanced technical support, contributes to service desk operations, and assists with IT projects.

Responsibilities

• Serve as the primary point of contact for day-to-day inquiries and proactively troubleshoots executive technology needs.
• Contribute to efficient service desk operations by following established processes and procedures.
• Record, track, and analyze individual and queue-level SLAs and workflows.
• Act as a senior technical resource and assist with IT projects.
• Support asset management activities, including equipment inventory, software license tracking, and backups.
• Create, update, and maintain knowledge articles and technical documentation.
• Troubleshoot and resolve hardware and software issues, perform root cause analyses, and communicate status updates.
• Manage technical projects, drive execution, and meet timelines.
• Provide audio-visual support for executive meetings, events, and production environments.
• Perform other responsibilities as assigned.

Qualifications

• Bachelor’s degree in information technology, Computer Science, Systems & Network Engineering, or related field preferred.
• Targeting 3–5 years of progressive experience with demonstrated technical expertise within a regulated IT enterprise environment, including ITIL and GxP frameworks.
• Advanced technical expertise in Windows operating systems, command-line tools, and scripting (including PowerShell and VB).
• Proven ability to diagnose, investigate, and resolve complex technical issues using structured analytical approaches, including root cause analysis (RCA).
• Excellent communication skills, with the ability to translate complex technical concepts into clear, user-friendly language for diverse audiences.
• Strong organizational skills and attention to detail, with the ability to manage multiple priorities and deliver high-quality outcomes in fast-paced environments.
• Proven ability to manage technical projects, drive execution, and meet timelines across competing priorities.
• Proficient in desktop/laptop technologies, including Windows 10/11, Office 365, SaaS applications, virtual environments, RMM, MDM, networking, wireless, encryption, RCA, and troubleshooting.
• Ability to manage technical projects effectively.
• Outstanding customer service and interpersonal skills, with the ability to mentor junior support staff.
• Excellent research, data gathering, analytics, and reporting skills.
• Agile and solution-oriented mindset, with the ability to adapt quickly and effectively resolve issues under pressure.
• Good understanding of computer and mobile device management tools.
• Strong listening skills with the ability to follow through on complex instructions and stakeholder needs.

Skills

• Advanced technical expertise in Windows operating systems, command-line tools, and scripting (including PowerShell and VB).
• Proven ability to diagnose, investigate, and resolve complex technical issues using structured analytical approaches, including root cause analysis (RCA).
• Excellent communication skills, with the ability to translate complex technical concepts into clear, user-friendly language for diverse audiences.
• Strong organizational skills and attention to detail, with the ability to manage multiple priorities and deliver high-quality outcomes in fast-paced environments.
• Proven ability to manage technical projects, drive execution, and meet timelines across competing priorities.
• Proficient in desktop/laptop technologies, including Windows 10/11, Office 365, SaaS applications, virtual environments, RMM, MDM, networking, wireless, encryption, RCA, and troubleshooting.
• Ability to manage technical projects effectively.
• Outstanding customer service and interpersonal skills, with the ability to mentor junior support staff.
• Excellent research, data gathering, analytics, and reporting skills.
• Agile and solution-oriented mindset, with the ability to adapt quickly and effectively resolve issues under pressure.
• Good understanding of computer and mobile device management tools.
• Strong listening skills with the ability to follow through on complex instructions and stakeholder needs.