Senior Service Desk Analyst

Responsibilities/Tasks

• Solve Tier 1 & Tier 2 tickets.
• Serve as escalation point for complex service desk tickets.
• Diagnose and resolve advanced hardware, software, and access issues.
• Administer Microsoft 365 environment (user provisioning, access control, device compliance).
• Manage endpoint deployment via Intune/Autopilot.
• Maintain and troubleshoot network connectivity (VPN, DNS, DHCP issues).
• Support job sites and field users (remote + occasional onsite).
• Maintain documentation, SOPs, and knowledge base articles.
• Partner with IT leadership on process improvements and automation.

Qualifications

• 6 years minimum of experience in an IT support or helpdesk role (Level 1 or Level 2).
• Hands-on experience with Microsoft Intune, Autopilot, and Entra ID (Azure AD).
• Solid understanding of Windows 10/11 operating systems.
• Working knowledge of TCP/IP networking, including IP addressing, DNS, and DHCP.
• Experience configuring network printers, including SMTP relay and static IP assignment.
• Familiarity with SharePoint Online document libraries and permissions management.
• Basic proficiency in PowerShell scripting and command-line tools.

Preferred

• Industry certifications such as CompTIA A+, Network+, Microsoft 365 Certified: Endpoint Administrator Associate, or equivalent.
• Experience with Microsoft 365 administration (Exchange Online, Teams, SharePoint Admin Center).
• Familiarity with ticketing systems and ITIL-based service management practices.
• Experience supporting both Windows and iOS Mobile devices in a managed environment.

Competencies & Soft Skills

• Resourcefulness — Willingness to research, learn, and adapt when encountering unfamiliar problems.
• Communication — Ability to explain technical concepts to non-technical end users clearly and patiently.
• Accountability — Takes ownership of issues through resolution, with thorough documentation.
• Collaboration — Works effectively alongside Level 1 technicians, senior engineers, and cross-functional teams.
• Attention to Detail — Ensures configurations, permissions, and deployments are accurate and well-documented.
• Organizational skills — Ensure whenever solutions are discovered, they are properly documented for future use.

Work Environment

• On-site presence required for hardware setup, printer configuration, and hands-on support.
• Occasional travel to satellite offices or job sites may be required.
• May involve lifting equipment up to 50 lbs.

Benefits

• Competitive pay with bonus opportunities
• Medical, prescription, dental & vision coverage with zero to low weekly premiums
• 401(k) with discretionary company match
• Generous paid time off (vacation, sick time, and paid holidays)
• Disability income protection
• Life insurance for employees and eligible dependents
• Optional added protection with critical illness and accident plans
• Career growth & development opportunities
• In-house training programs
• Certificate & tuition reimbursement
• Wellness program
• Employee Assistance Program (EAP)

Pay Range

The pay range for this position may vary depending on job-related knowledge, skills and experience.

WA Residents

$75,000 - $90,000 USD

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