Senior Service Desk Analyst

As a Senior Service Desk Agent, you will serve as the initial point of contact for end users seeking technical assistance. Your role involves delivering exceptional customer service through effective communication and troubleshooting skills to resolve issues via phone, chat, and deskside support. You will address problems related to PCs, operating systems, applications, and network connectivity, ensuring timely and accurate resolutions.

You are expected to read, understand, and follow internal standard operating procedures (SOPs), understand ITIL service transition and service quality, and have a working knowledge of knowledge management as well as first call resolution. Experience with Confluence, SharePoint, or other document sharing and wiki management systems is required.

• Respond promptly and professionally to incoming service requests through phone, email, and chat channels.
• Accurately log and categorize incidents and service requests in Jira, maintaining detailed documentation.
• Perform initial diagnosis of hardware, software, and network issues, providing basic troubleshooting steps and solutions.
• Escalate complex issues to higher‑level support teams or specialists when necessary, ensuring a smooth transition and clear communication.
• Utilize and contribute to the knowledge base to aid in quicker resolution of common issues and share solutions with the team.
• Maintain a high level of customer service by keeping clients informed of progress and ensuring that issues are resolved to their satisfaction.
• Understand and apply ITIL service transition and service quality principles.
• Manage and maintain knowledge management systems to ensure accurate and up‑to‑date information.
• Achieve high levels of first call resolution by effectively addressing and resolving customer issues.
• Use Confluence, SharePoint, or similar document sharing and wiki management systems to manage and share information.
• Mentor junior team members and lead by example.

• 2+ years of experience mentoring and supporting a service desk.
• High school diploma or equivalent; relevant IT certifications (CompTIA A+, ITIL Foundation) are a plus.
• Experience with Jira Service Management or similar ITSM platforms.
• Proficiency in using Confluence, SharePoint, or other document sharing and wiki management systems.
• Strong understanding of operating systems (Windows 10/11, macOS), common software applications (Microsoft Office 365), and networking fundamentals.
• Strong verbal and written communication skills with the ability to explain technical concepts to non‑technical users.
• Excellent problem‑solving skills and attention to detail.
• Ability to work independently and as part of a team in a fast‑paced environment.
• Familiarity with remote control tools and diagnostic utilities.
• Experience resolving network connectivity problems, hardware failures, and access issues.
• Experience in a similar role within a large organization.

• Competitive salary and opportunities for professional development and advancement.
• Medical, dental, vision, and life insurance.
• Short‑ and long‑term disability coverage.
• Company‑match of 100% of a 6% contribution 401(k) plan.
• Employee Assistance Plan.
• Health Savings Account, Flexible Spending Account, and Health Reimbursement Account.
• Wellness program.

Applicants must be authorized to work for any employer in the U.S. and are unable to sponsor or take over work authorization sponsorship now or in the future for this position.

We are an Equal Opportunity Employer.