Senior Service Desk IT Analyst - Hybrid

EP Wealth Advisors (EPWA) is a wealth management advisory firm with over $42.2 billion as of December 31, 2025, serving predominately high net worth individuals. EPWA fosters an inclusive environment that offers opportunities for our associates to learn, grow and enhance their skills to take on new challenges to progress in their professional careers.

The Senior Service Desk IT Analyst provides Tier 1/2/3 support for moderate to complex technical issues, service requests, and incidents while ensuring a customer‑first approach and strong organizational discipline. This role emphasizes exceptional customer service, clear workstream and ticket organization, accurate documentation, and adherence to established processes and knowledge management best practices. Technical expertise is important, but prioritizing communication, documentation, and process compliance is critical to success.

• Provide Tier 1/2/3 service desk support for moderate to complex technical issues, service requests, and incidents.
• Deliver high‑touch, in‑person support for C‑Suite/VIP users, ensuring premium customer experience.
• Serve as an escalation point of contact for users and oversee the delivery of high‑quality service to ensure satisfaction.
• Participate in training and provide ongoing guidance for desktop support associates.
• Assess and resolve issues related to hardware (laptops, desktops, peripherals), software (Microsoft Office 365, SharePoint, One Drive, Adobe Acrobat), Active Directory account issues, mobile devices, and other enterprise applications.
• Fulfill routine end‑user requests, resolve service failures, perform routine operational maintenance, and administrative tasks.
• Strive for first‑call resolution on tickets; elevate and assign issues to appropriate support groups when necessary.
• All user requests are documented with appropriate tickets.
  • Utilize the ITSM application for issue and request tracking, ensuring:
  • Tickets contain clear, concise notes capturing symptoms, troubleshooting steps, ownership, and next actions.
  • All tickets requiring follow‑up receive timely attention within designated SLAs.
• Maintain organized ticket queues and work streams to ensure predictable flow and prioritization.
• Interact with asset management, network services, software systems engineering, applications development, and printer maintenance services to identify, correct, and restore technical problems.
• Partner with the Service Desk Manager to recommend continuous improvement initiatives that enhance service delivery.
• Help ensure industry‑standard cybersecurity practices are implemented and followed.
• Collaborate with technology team members, promoting best practices in documentation, communication, and customer service.
• Collaborate with other IT teams and organizational stakeholders to resolve complex technical issues.
• Ensure all business activities comply with the EP Wealth Code of Business Conduct.
• Other duties as assigned.

• Associate or bachelor’s degree in information technology or related field (preferred) or equivalent experience.
• Minimum of 3–5 years in a similar senior or supervisory role, preferably within a corporate environment.
• Strong knowledge of ITIL functions (Incident, Change, Knowledge Management, IT Asset and License Management).
• Knowledge of network administration and troubleshooting.
• Experience with Microsoft Entra and Azure Active Directory;
  Intune experience recommended.
• Strong knowledge of Windows operating systems; macOS knowledge is a plus.
• Exceptional customer service orientation, with demonstrated analytical and problem‑solving skills.
• Robust organizational skills, with the ability to multitask and prioritize in a high‑demand environment.
• Ability to travel to company offices throughout the U.S. (~25%).

• 11 Paid Holidays + 2 floating holidays
• 3 Weeks PTO
• Paid Volunteer Time
• Paid Parental Leave
• Flexible Work Schedule
• Highly subsidized Health, Dental, and Vision Plans
• 401k Retirement Account with company match contributions
• Free Mental Health services, Life Insurance, Long & Short-Term Disability Insurance
• Flexible Spending Accounts and Health Savings Accounts
• Employee Financial Education
• Employee Educational Expense Reimbursement
• Employee Charitable Donations
• Employee Referral Incentives
• Employee Team Building Activities
• Employee Assistance Program

EPWA is an equal opportunity employer. Prospective employees will receive consideration without discrimination because of race, creed, color, sex, gender, gender expression, gender identity, sexual orientation, age, religion, national origin, ancestry, mental disability, physical disability, medical condition, genetic information, marital status, military and veteran status, or any other basis protected by law.