Senior Service Desk Analyst

Responsibilities

• Diagnose and resolve advanced hardware, software, and access issues
• Administer Microsoft 365 environment (user provisioning, access control, device compliance)
• 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

The salary range for this position is $75,000 to $90,000. (The compensation offered may vary depending on job-related knowledge, skills and experience).

KPI’s:

• Ticket resolution time (SLA compliance)
• Customer satisfaction (CSAT)
• Documentation completeness and accuracy

Required

• 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  (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 Power Shell 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.
• 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.
• 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.