Senior Service Desk Analyst

Job Summary

The role is not designed as a management position. The Senior Service Desk Analyst will actively complete support work, serve as the primary Tier 2 escalation point, improve support processes, and help prevent engineering resources from being routinely diverted from strategic projects.

• Provide Tier 2 support for Windows devices, Microsoft 365 applications, mobile devices, printers, peripherals, and common business applications.
• Diagnose and resolve complex hardware, software, identity, access, connectivity, and performance issues.
• Support users at headquarters and manufacturing facilities through remote and on-site service.
• Own assigned incidents and requests through resolution, communication, documentation, and closure.

• Triage and prioritize incoming work based on urgency, business impact, age, dependencies, and available capacity.
• Actively reduce the backlog and maintain consistent ticket follow-up and customer communication.
• Coordinate day-to-day queue activity and route work to the appropriate Tier 1, Tier 2, cloud, network, security, or vendor resource.
• Identify major incidents and expedite escalation according to defined procedures.

• Deploy, configure, troubleshoot, replace, and retire Windows endpoints and related equipment.
• Support Intune‑managed devices and Windows Autopilot provisioning in coordination with the cloud team.
• Perform onboarding and off‑boarding tasks, user account support, access administration, and hardware assignments.
• Maintain accurate asset, assignment, warranty, and inventory records.

• Create and maintain knowledge articles, standard operating procedures, troubleshooting guides, and user‑facing instructions.
• Identify recurring ticket drivers and recommend permanent fixes, automation, training, or self‑service opportunities.
• Improve categorization, prioritization, escalation, and closure practices in Jira Service Management.
• Help define practical service targets and produce operational reporting on volume, backlog, age, and resolution performance.

• Provide technical guidance and day‑to‑day support to the Service Desk Technician.
• Work closely with the Junior Cloud Engineer, Senior Cloud Engineer, and Senior Security and Network Engineer on escalated issues.
• Coordinate warranty repairs and support cases with hardware, software, telecommunications, and application vendors.
• Communicate clearly with users and business leaders during incidents, outages, and delayed resolutions.

• Five or more years of IT support experience, including at least two years in a Tier 2, senior service desk, desktop support, or equivalent role.
• Strong troubleshooting skills across Windows 11, Microsoft 365 application laptops, desktops, printers, mobile devices, peripherals, and common office technologies.
• Working knowledge of Microsoft Entra , Intune, device compliance, user access, and Active Directory concepts.
• Experience working from an ITSM platform, managing assigned queues, documenting resolutions, prioritizing work, and meeting service expectations.
• Strong customer service, written communication, documentation, and stakeholder‑management skills.
• Ability to support multiple sites and operate effectively in office and manufacturing environments.

• Experience with Jira Service Management, Microsoft Intune, Windows Autopilot, Power Shell, and remote support tools.
• Experience supporting manufacturing, engineering, shared‑device, or shop‑floor environments.
• Relevant certifications such as CompTIA A+, Network+, Microsoft 365 Fundamentals, or Microsoft Endpoint Administrator.

• Technical Troubleshooting & Problem Solving
• Customer Service & User Support
• Incident & Service Request Management
• Communication & Documentation
• Collaboration & Technical Guidance
• Continuous Improvement & Operational Excellence