As a member of our growing Information Technology team, the Senior Service Desk Analyst provides support for applications, user account administration, and Tier 2/3 enterprise application support. The Senior Service Desk Analyst is responsible for ensuring timely and effective resolution of IT-related issues, maintaining high levels of client satisfaction, and providing a senior level of technical and business acumen. This role engages with the managed service provider (MSP) responsible for ticket triage and Level 1 support, serving as a technical escalation point and contributing to support playbooks that expand the range of tickets the MSP can resolve.
Duties and Responsibilities- Provide Tier 2/3 service desk support for moderate to complex technical issues, service requests, and incidents.
- Provide C-Suite/VIP in person support.
- Serve as an escalation point for users, coordinating resolution with appropriate support groups while maintaining a high level of service quality and client satisfaction.
- Engage with the MSP responsible for ticket triage and Level 1 support as a technical escalation point for tickets requiring Tier 2/3 support or coordination with other IT teams.
- Contribute to the creation, maintenance, and continuous improvement of support playbooks that expand the range of tickets the MSP can resolve.
- Participate in team training and knowledge-sharing activities.
- Assess problems and issues related to, but not limited to: Hardware (such as, laptops, desktops, peripherals), Software (Microsoft Office365, SharePoint, OneDrive, Adobe Acrobat), Active Directory account issues, Mobile Devices, and other enterprise applications.
- Fulfill routine end-user requests, resolve service failures, perform routine operational maintenance, and perform administrative tasks.
- Strive for timely resolution of assigned and MSP-escalated tickets; when applicable, escalate and assign issues to appropriate support groups.
- Utilize the ITSM application for issue and request tracking, ensuring all user requests for assistance are documented with an appropriate ticket, and all tickets requiring follow-up work and/or calls receive appropriate attention within designated SLAs.
- Interact with asset management, network services, software systems engineering, applications development, and printer maintenance services to identify, correct and restore technical problems.
- Partner with the Service Desk Team Lead or Service Desk Manager in recommending continuous improvement initiatives that support improved services.
- Help ensure that industry standard cyber security standards are implemented and followed.
- Serve as a technical resource for service desk team members, providing guidance and support as needed.
- Collaborate with other IT teams and organizational stakeholders to resolve complex technical issues.
- Ensure that all business activities are performed with the highest ethical standards and in compliance with the EP Wealth Code of Business Conduct.
- Other duties as assigned.
Qualifications- Associate or bachelor's degree in information technology, or related field (preferred) or equivalent experience.
- A minimum of 3-5 years in a similar senior service desk or technical support role, preferably within a corporate environment.
- Strong knowledge of ITIL functions (Incident, Change, Knowledge Management, IT Asset and License Management)
- Knowledge of network administration and troubleshooting.
- Experience supporting Microsoft Entra ID; experience with Microsoft Intune is preferred.
- Hands-on experience supporting Microsoft Windows 11, macOS, and iOS.
- Experience supporting Microsoft 365 products, including Teams, Outlook, OneDrive, and SharePoint.
- Experience supporting Zoom Workplace products, including Meetings, Phone System, Zoom Rooms, Scheduler, and Workplace Reservation.
- Experience supporting enterprise applications and productivity tools, including Adobe products, Salesforce, Slack, ChatGPT, and Claude.
- Exceptional customer service orientation and demonstrated analytical and problem-solving skills.
- Robust organizational skills, with the capacity to multitask and prioritize in a high-demand environment.
- Ability to travel to company offices throughout the US. (~25%)
$41.82 - $47.59 an hour
What We OfferWe offer a highly competitive suite of holistic benefits designed to help our team members balance their personal and professional life commitments. These include options designed to encourage employee's health, happiness, and financial well-being.
- 11 Paid Holidays + 2 Floating Holidays
- Paid Parental Leave
- Paid Volunteer Time
- Flexible Work Schedule
- Highly subsidized Health, Dental, and Vision Plans
- 401k Retirement Account with company match contributions
- Free Mental Health services, Life Insurance, Long & Short-Term Disability Insurance
- Flexible Spending Accounts and Health Savings Accounts
- Employee Financial Education
- Employee Educational Expense Reimbursement
- Employee Charitable Donations
- Employee Referral Incentives
- Employee Team Building Activities
- Employee Assistance Program
