Job Summary: The role is not designed as a management position. The Senior Service Desk Analyst will actively complete support work, serve as the primary Tier 2 escalation point, improve support processes, and help prevent engineering resources from being routinely diverted from strategic projects. Key Responsibilities: Advanced end-user support: • Provide Tier 2 support for Windows devices, Microsoft 365 applications, mobile devices, printers, peripherals, and common business applications. • Diagnose and resolve complex hardware, software, identity, access, connectivity, and performance issues. • Support users at headquarters and manufacturing facilities through remote and on-site service. • Own assigned incidents and requests through resolution, communication, documentation, and closure. Service desk operations and throughput: • Triage and prioritize incoming work based on urgency, business impact, age, dependencies, and available capacity. • Actively reduce the backlog and maintain consistent ticket follow-up and customer communication. • Coordinate day-to-day queue activity and route work to the appropriate Tier 1, Tier 2, cloud, network, security, or vendor resource. • Identify major incidents and escalate promptly according to defined procedures. Endpoint and user lifecycle support: • Deploy, configure, troubleshoot, replace, and retire Windows endpoints and related equipment. • Support Intune-managed devices and Windows Autopilot provisioning in coordination with the cloud team. • Perform onboarding and offboarding tasks, user account support, access administration, and hardware assignments. • Maintain accurate asset, assignment, warranty, and inventory records. Knowledge and process improvement: • Create and maintain knowledge articles, standard operating procedures, troubleshooting guides, and user-facing instructions. • Identify recurring ticket drivers and recommend permanent fixes, automation, training, or self-service opportunities. • Improve categorization, prioritization, escalation, and closure practices in Jira Service Management. • Help define practical service targets and produce operational reporting on volume, backlog, age, and resolution performance. Team and vendor collaboration: • Provide technical guidance and day-to-day support to the Service Desk Technician. • Work closely with the Junior Cloud Engineer, Senior Cloud Engineer, and Senior Security and Network Engineer on escalated issues. • Coordinate warranty repairs and support cases with hardware, software, telecommunications, and application vendors. • Communicate clearly with users and business leaders during incidents, outages, and delayed resolutions. Qualifications: Required: • Five or more years of IT support experience, including at least two years in a Tier 2, senior service desk, desktop support, or equivalent role. • Strong troubleshooting skills across Windows 11, Microsoft 365 application laptops, desktops, printers, mobile devices, peripherals, and common office technologies. • Working knowledge of Microsoft Entra ID, Intune, device compliance, user access, and Active Directory concepts. • Experience working from an ITSM platform, managing assigned queues, documenting resolutions, prioritizing work, and meeting service expectations. • Strong customer service, written communication, documentation, and stakeholder-management skills. • Ability to support multiple sites and operate effectively in office and manufacturing environments. Preferred: • Experience with Jira Service Management, Microsoft Intune, Windows Autopilot, PowerShell, and remote support tools. • Experience supporting manufacturing, engineering, shared-device, or shop-floor environments. • Relevant certifications such as CompTIA A+, Network+, Microsoft 365 Fundamentals, or Microsoft Endpoint Administrator. Core Competencies: • Technical Troubleshooting & Problem Solving • Customer Service & User Support • Incident & Service Request Management • Communication & Documentation • Collaboration & Technical Guidance • Continuous Improvement & Operational Excellence Compensation The base pay range for this role is $75,000 – $100,000 per year.