Senior Help Desk Analyst

Overview

Senior Service Desk Intune Analyst

Base pay range: $35.00/hr - $40.00/hr

Job Title:

Senior Service Desk Intune Analyst

Type of Position: 6 Month Contract

Location:

Hybrid – 2 Days Onsite, Johnson City TX

This position is responsible for providing advanced troubleshooting and resolution of hardware, software, and network issues, identifying root causes of incidents, and maintaining corporate image standards. The role provides Tier 2/3 support for Service Desk Technicians and works closely with IT operations teams to ensure high-quality service delivery.

• Provide Tier 2/3 support for escalated technical issues from Service Desk Technicians.
• Mentor team members on SCCM and Intune usage and best practices.
• Support Windows 11 rollout and endpoint management.
• Create, update, and maintain records in an ITIL-based ticketing system.
• Automate tasks using Power Shell scripting.
• Monitor IT systems and application performance and security.
• Evaluate and recommend software and hardware solutions.
• Assist in developing and enforcing IT policies and procedures.
• Lead by example in troubleshooting, customer service, and documentation.
• Collaborate with Applications, Developers, System, and Network teams to escalate and resolve issues.
• Occasionally respond to direct Service Desk calls for complex issues.
• Participate in candidate evaluations and assist in onboarding/training programs.

• SCCM & Intune: Recent hands-on experience; ability to mentor others.
• Windows OS & Office 365: Strong support experience, especially with Windows 11.
• Active Directory: Account creation and group permission management.
• ITSM/Ticketing Systems: General experience (Service Now not required).
• Power Shell/Scripting: Ability to write basic scripts (e.g., restart a program).
• Networking Troubleshooting: TCP/IP, DNS, DHCP, VPN.
• MacOS: Basic familiarity (majority of users are on Windows).
• Cybersecurity: Understanding of best practices and tools.

• Excellent communication and customer service skills.
• Ability to work independently and collaboratively.
• Professional demeanor in all customer interactions.
• Skilled in multitasking, prioritizing, and adapting to changing priorities.
• Strong documentation and process improvement mindset.

• Bachelor’s Degree or equivalent experience.
• 4+ years of experience in IT support and troubleshooting.
• Certifications preferred:
  CompTIA A+, Network+, Security+, Microsoft Endpoint Administrator Associate.
• SCCM and Intune Administrator training preferred.

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers

San Francisco Fair Chance Ordinance

• Associate

• Contract

• Information Technology
• Industries IT Services and IT Consulting