Senior Service Desk Analyst

What you'll do

• Troubleshoot complex hardware, software, and connectivity issues using structured diagnostic methods to identify root causes.
• Manage technical tasks including system imaging, software patching via Casper/LANDesk, and maintaining internal inventory assets.
• Create and maintain KCS knowledge base content to provide reusable solutions for the team.
• Act as a technical escalation point to resolve complex issues that junior analysts cannot quickly resolve.
• Mentor and coach junior team members through guidance, shadowing, and feedback to accelerate their development.
• Identify recurring issue patterns to propose automation, self-service tools, and proactive prevention measures.
• Partner with engineering teams to conduct root cause analysis and influence upstream technical fixes.
• Develop and deliver training materials for end-users and internal staff on company technologies.

What we're looking for

• 5+ years of Service Desk or Desktop Support experience for both PC and Mac required.
• Minimum of an Associate's Degree in a computer technology field; Bachelor's degree in Computer Science or related field (preferred).
• Advanced knowledge of hardware, software applications, and both Windows and macOS operating systems.
• Advanced knowledge of network computing, Exchange, Active Directory, and software distribution systems.
• Experience with enterprise security tools such as VPN, antivirus, DLP, and encryption.
• Knowledge of ITSM tools like ServiceNow or JIRA (preferred).
• Analytics tool exposure and PowerShell/bash scripting (preferred).
• Executive support experience in a medium-to-large corporate environment (preferred); ACMT, ITILv4, CCNA, AWS, or MCSE certifications (preferred).