Senior IT Service Desk Analyst

Role Overview

The Sr. IT Service Desk Analyst is primarily responsible for providing advanced technical support while contributing to the effective day-to-day operations of the help and service desk environment. This role actively participates in resolving complex issues and delivering high-quality support to clients across office locations, home offices, offsite facilities, and within our mobile workforce.

• Serve as the primary point of contact for day-to-day inquiries and proactively troubleshoot and resolve executive technology needs to ensure seamless productivity.
• Troubleshoot and resolve hardware and software issues, perform root cause analyses (RCAs), and communicate status updates and resolutions to clients, stakeholders, and support staff.

The ideal candidate will have advanced technical expertise in Windows operating systems, command-line tools, and scripting (including Power Shell and VB), with strong proficiency in Office 365 and endpoint management. Excellent communication skills, with the ability to translate complex technical concepts into clear, user-friendly language for diverse audiences.

• Bachelor’s degree in information technology, Computer Science, Systems & Network Engineering, or related field.
• 3–5 years of progressive experience with demonstrated technical expertise within a regulated IT enterprise environment, including ITIL and GxP frameworks.
• Advanced technical expertise in Windows operating systems, command-line tools, and scripting (including Power Shell and VB).
• Strong proficiency in Office 365 and endpoint management.
• Proven ability to diagnose, investigate, and resolve complex technical issues using structured analytical approaches, including root cause analysis (RCA).
• Excellent communication skills, with the ability to translate complex technical concepts into clear, user-friendly language for diverse audiences.

• Competitive base salary.
• Discretionary bonus.
• Equity awards.
• Medical, dental, and vision insurance.
• Employer-paid life, disability, business travel, and EAP coverage.
• 401(k) Plan with a fully vested company match 1:1 up to 5%.
• Employee Stock Purchase Plan with a 2-year purchase price lock-in.
• 15+ vacation days.
• 13–15 paid holidays, including office closure between December 24th and January 1st.
• 10 days of paid sick time.
• Paid parental leave benefit.
• Tuition assistance.