Senior Service Desk Analyst - Torrance, CA​/Brighton, MI

Job Details Level: Experienced

Job Location:

Torrance CA - Torrance, CA 90503 Position Type:
Full Time Salary Range: $85,000.00 - $ Salary/year Travel Percentage:
Up to 25% Job Shift: Day Job Category: ITEP Wealth Advisors (EPWA) is a wealth management advisory firm with over $44.1 billion as of March 31, 2026, serving predominately high net worth individuals. EPWA fosters an inclusive environment that offers opportunities for our associates to learn, grow and enhance their skills to take on new challenges to progress in their professional careers.

As a Senior Service Desk Analyst, you will lead the delivery of timely, high-quality technical support while serving as a primary escalation point for complex incidents and service requests. This role requires a customer-first mindset, strong ownership of work streams and ticket management, excellent note taking and documentation practices, and a disciplined commitment to following, maintaining, and improving established processes.

You will mentor junior team members, coordinate effective cross-team handoffs, and partner with technical leads to reduce repeat work through reusable knowledge articles, clear documentation, and efficient runbooks.

We are specifically seeking an emerging leader: someone who is naturally proactive, able to identify gaps in processes and procedures, propose practical solutions, and help drive continuous improvement across the Service Desk. The goal is to hire a high-potential Senior Service Desk Analyst who can take on increasing scope and responsibility and progress quickly into broader leadership opportunities.

• Provide Tier 1/2/3 support for endpoints, productivity suites, identity/access, mobile devices, printers, and a portfolio of enterprise applications.
• Deliver high-touch support for executive/VIP users, including in-person assistance as required.
• Act as a trusted escalation contact for junior analysts; own complex tickets through to resolution or proper handoff.

• Maintain clearly organized work streams and ticket queues in the ITSM tool to ensure predictable flow and prioritization.
• Triage and categorize incoming requests, apply consistent priority and SLA assignments, and perform backlog grooming.
• Ensure all tickets contain concise, accurate, and actionable notes that capture symptoms, troubleshooting steps, ownership, and next actions.
• Coordinate handoffs across network, systems, applications, and vendor teams; ensure tickets are routed and updated in a timely manner.

• Create, review, and maintain high-quality knowledge base articles and runbooks that enable reproducible, first-time fixes.
• Follow knowledge-management best practices: clear titles, scope statements, step-by-step procedures, screenshots/diagrams where helpful, tagging, version history, and peer review.
• Lead periodic content reviews to retire obsolete content and ensure information remains accurate and discoverable.

• Follow documented incident, change, and request processes; contribute to process improvements that increase efficiency and reliability.
• Participate in post-incident reviews and contribute well-structured incident notes and root-cause documentation.
• Recommend automation, tooling, or process changes to reduce manual rework and improve service levels.

• Communicate clearly and professionally with users at all levels, setting expectations and keeping stakeholders informed of progress.
• Demonstrate empathy, ownership, and a solutions orientation to maximize user satisfaction and minimize business impact.
• Coach other team members on effective communication, documentation, and customer service techniques.

• Mentor and provide day-to-day guidance to other service desk staff; promote team standards and best practices.
• Collaborate with security, business applications, network, project management, and asset teams to resolve cross-discipline issues and tasks.
• Support initiatives that improve service reporting, SLAs, and customer feedback mechanisms.