The Senior Digital Workplace Support Analyst is the senior technical support expert for the employee technology experience across a Microsoft based, cloud first environment. Working within a modern support model built on AI driven engagement, automation, and seamless user interaction, this role focuses on resolving complex technical issues that extend beyond automated and standardized support workflows.
The Senior Analyst owns complex issues end to end across Microsoft 365, collaboration, conferencing, and end user devices, delivering high-quality support to all employees including executives and VIPs. Beyond issue resolution, the role improves the digital workplace experience by strengthening knowledge and self-service, enabling automation and AI capabilities, and mentoring Service Desk staff. The Senior Analyst partners with engineering, identity, and infrastructure teams.
Key Responsibilities and Essential Job FunctionsService Desk and ITSM- Serve as a senior point of resolution for complex incidents and requests, and as a first escalation tier for the Service Desk team.
- Exercise independent judgment in determining appropriate resolution paths and escalate issues requiring broader organization authority or specialized engineering expertise.
- Apply ITIL practices across incident and request management in ServiceNow, with accurate, complete, and timely documentation.
- Lead or coordinate major incident response and conduct root cause analysis to restore service quickly and prevent recurrence.
- Drive issues through completion by managing dependencies, stakeholder communications, and action items until closure.
- Track and report on SLA attainment, resolution metrics, and ticket trends, and surface data driven recommendations for improvement.
- Identify recurring issues and contribute to problem management and knowledge improvements that reduce repeat tickets.
- Analyze service trends, operational data, and user experience feedback to identify improvement opportunities and provide recommendations to management.
- Investigate root causes of recurring issues and implement sustainable fixes where appropriate.
Onboarding and Offboarding- Execute new hire onboarding and termination workflows, including account setup, device readiness, and access changes.
- Coordinate provisioning and deprovisioning across identity, licensing, and device platforms for a smooth day one and clean exit.
Device Support and Standards- Support modern device provisioning through Microsoft Intune and Windows Autopilot, including enrollment and basic configuration and compliance checks.
- Follow established hardware standards and device lifecycle processes and escalate configuration or engineering changes to the appropriate engineering or infrastructure team.
Workstation Patching- Monitor patch and update compliance on end user devices and perform remediation on non-compliant machines.
- Escalate systemic patching or compliance gaps to the appropriate engineering team.
Security and Compliance- Apply and support endpoint security and compliance policies, including MFA and conditional access, in partnership with Information Security.
- Support device compliance and follow endpoint hardening and Zero Trust principles in day-to-day support and provisioning.
Video Conferencing Platform- Support conference room and video conferencing technology, including Teams based rooms and associated audio and video hardware.
- Perform readiness checks on room systems, microphones, displays, and remote audio ahead of key meetings and events.
Executive, VIP, and Event Support- Deliver white glove technical support to executives and VIP users with ownership, responsiveness, and discretion.
- Provide onsite and direct support for company events, town halls, and live presentations.
- Build and maintain effective working relationships with leaders, managers, and key stakeholders to ensure successful support outcomes and a high-quality employee experience.
Microsoft Collaboration and Productivity- Provide expert support across Microsoft 365, including Teams, Exchange Online, SharePoint Online, and OneDrive.
- Troubleshoot everyday identity and access issues in Microsoft Entra ID, including MFA, sign in, and permissions.
Software Licensing Support- Support software provisioning and license assignment across M365 and enterprise applications, maintain accurate usage data, and provide reporting and analysis to support operational decision-making.
Adoption, Knowledge, and Continuous Improvement- Support adoption of new digital workplace tools, including Microsoft Copilot, through enablement, training, and change communications.
- Create and maintain clear knowledge base articles and runbooks that support reuse across support channels and AI experiences.
- Use AI enabled support tools to improve efficiency, and mentor Service Desk staff to raise overall technical capability.
- Provide ongoing coaching, technical guidance, and knowledge sharing to Service Desk analysts to improve team effectiveness and technical capability.
- Identify operational inefficiencies and coordinate implementation of approved process and service improvements across support and technology teams.
- Lead small operational initiatives requiring coordination among technical teams, vendors, and business stakeholders.
Cross-Functional Coordination and Operational Ownership- Coordinate activities across technical teams, vendors, and business stakeholders to support operational initiatives and service improvements.
- Serve as the primary point of coordination for initiatives that require participation from multiple groups but do not require formal project management resources.
- Monitor progress, manage dependencies, and ensure assigned initiatives are completed successfully.
- Evaluate operational challenges and evaluate practical solutions that improve quality, efficiency and employee experience.
Required QualificationsExperience- 3 to 5 years of IT support or service desk experience, with demonstrated growth into senior or second level support.
- Strong troubleshooting expertise across Microsoft 365, Windows endpoints, and everyday identity and access issues.
- Working experience with endpoint management tools such as Microsoft Intune for device support and compliance checks.
- Experience with ITSM tools, preferably ServiceNow, and with ITIL based incident and request management.
- Understanding of networking fundamentals, including DNS, DHCP, VPN, and connectivity troubleshooting.
Education and Technical Qualifications- Associate or Bachelor's degree in Information Technology or a related field, or an equivalent combination of education and experience.
- Working knowledge of Windows and macOS endpoints, device provisioning, and software deployment.
- Excellent written and verbal communication skills with a strong customer focused mindset.
Preferred QualificationsCertifications- MD-102: Microsoft 365 Certified: Endpoint Administrator Associate.
- SC-300: Microsoft Certified: Identity and Access Administrator Associate.
- AB-900: Microsoft 365 Certified: Copilot and Agent Administration Fundamentals.
- ITIL 4 Foundation.
Additional Preferred Experience- Familiarity with Windows Autopilot and Apple Business Manager or equivalent enrollment technologies.
- Experience supporting Teams Rooms or modern video conferencing environments.
- Working PowerShell scripting ability for troubleshooting, reporting, and light automation.
- Familiarity with AI enabled support, virtual agents, or chatbot platforms.
Physical Requirements- Ability to sit for extended periods and work at a computer for prolonged durations, with occasional standing and walking.
- Ability to lift and move light IT equipment such as laptops, peripherals, and conferencing hardware, up to 25 lbs.
- Periodic onsite support, event support, and limited after hours or on call coverage on a rotational basis.
Base Pay RangeAnnualized salary range offered for this position is estimated to be
$80,000 - $90,000. However, the actual pay range depends on each candidate's experience, location, and qualifications.
Variable Pay:Discretionary annual bonus, based on personal and company performance.
LocationThis role is based in our Denver, CO Headquarters and is primarily hybrid with designated in-office days on Tuesdays and Wednesdays. Due to the nature of IT support operations, full-time office presence may be required when necessary to meet service levels, support critical initiatives, or address business requirements.
Not Meeting Every Single Requirement?No problem! We are looking for candidates who possess unique skills that set them apart from the rest. If you're enthusiastic about this role and believe you have the skills and abilities that would make you successful, don't hesitate to apply today!
