Senior Service Desk Analyst

About the role

The Senior Service Desk Analyst role is not a management position. The analyst will actively complete support work, serve as the primary Tier 2 escalation point, improve support processes, and help prevent engineering resources from being routinely diverted from strategic projects.

Responsibilities

• Provide Tier 2 support for Windows devices, Microsoft 365 applications, mobile devices, printers, peripherals, and common business applications; diagnose and resolve complex hardware, software, identity, access, connectivity, and performance issues.
• Support users at headquarters and manufacturing facilities through remote and on‑site service; own assigned incidents and requests through resolution, communication, documentation, and closure.
• Triage and prioritize incoming work based on urgency, business impact, age, dependencies, and capacity; actively reduce backlog and maintain consistent ticket follow‑up and customer communication.
• Coordinate day‑to‑day queue activity and route work to appropriate Tier 1, Tier 2, cloud, network, security, or vendor resources; identify major incidents and escalate promptly according to defined procedures.
• Deploy, configure, troubleshoot, replace, and retire Windows endpoints and related equipment; support Intune‑managed devices and Windows Autopilot provisioning in coordination with the cloud team.
• Perform onboarding and off‑boarding tasks, user account support, access administration, and hardware assignments; maintain accurate asset, assignment, warranty, and inventory records.
• Create and maintain knowledge articles, standard operating procedures, troubleshooting guides, and user‑facing instructions; identify recurring ticket drivers and recommend permanent fixes, automation, training, or self‑service opportunities.
• Improve categorization, prioritization, escalation, and closure practices in Jira Service Management; help define practical service targets and produce operational reporting on volume, backlog, age, and resolution performance.
• Provide technical guidance and day‑to‑day support to the Service Desk Technician; collaborate with Junior Cloud Engineer, Senior Cloud Engineer, and Senior Security and Network Engineer on escalated issues.
• Coordinate warranty repairs and support cases with hardware, software, telecommunications, and application vendors; communicate clearly with users and business leaders during incidents, outages, and delayed resolutions.

Qualifications

• Five or more years of IT support experience, including at least two years in a Tier 2, senior service desk, desktop support, or equivalent role.
• Strong troubleshooting skills across Windows 11, Microsoft 365 applications, laptops, desktops, printers, mobile devices, peripherals, and common office technologies.
• Working knowledge of Microsoft Entra ID, Intune, device compliance, user access, and Active Directory concepts.
• Experience with an ITSM platform (e.g., Jira Service Management), managing assigned queues, documenting resolutions, prioritizing work, and meeting service expectations.
• Strong customer service, written communication, documentation, and stakeholder‑management skills.
• Ability to support multiple sites and operate effectively in office and manufacturing environments.
• Preferred: Experience with Jira Service Management, Microsoft Intune, Windows Autopilot, PowerShell, and remote support tools.
• Preferred: Experience supporting manufacturing, engineering, shared‑device, or shop‑floor environments.
• Relevant certifications such as CompTIA A+, Network+, Microsoft 365 Fundamentals, or Microsoft Endpoint Administrator.

Core Competencies

• Technical Troubleshooting & Problem Solving
• Customer Service & User Support
• Incident & Service Request Management
• Communication & Documentation
• Collaboration & Technical Guidance
• Continuous Improvement & Operational Excellence