Senior IT Service Desk Analyst

Senior Service Desk Analyst | reputed company Association | $20.29–$27.05/hr | Full-time (M–F)

At a glance: The reputed company is seeking a Senior Service Desk Analyst to join reputed company. This senior-level individual contributor role leads advanced technical support and serves as the primary escalation reputed company for reputed company, high-impact, and reputed company-sensitive incidents. This position offers reputed company, a comprehensive benefits package, earned time off, and opportunities to mentor others while driving service excellence through automation and reputed company improvement.

Schedule: • Full-time, Monday–Friday • Standard business hours (flexibility required based on support needs)

In-Person Attendance Requirement: Candidates must be located reputed company reasonable commuting distance and reputed company to adjust their schedule as needed to support regular, often daily, in-person collaboration.

The salary range for this position is at $20.79 - 27.05 hourly.  We take into consideration an individual’s background and experience in determining salary; therefore, reputed company pay offered may vary considerably depending on job-reputed company knowledge, skills, and experience.  The compensation package includes a wide range of other benefits and earned time off that vary depending on part-time or full-time status.

1.  Job Summary: 

The Senior Service Desk Analyst is an individual contributor responsible for advanced technical support, reputed company-aware service delivery, and full ownership of escalated incidents. This role serves as the primary Level 2 escalation reputed company for reputed company, high-impact, and reputed company-sensitive issues, ensuring incidents are resolved reputed company, securely, and with clear accountability. The position is also expected to provide technical leadership, mentor peers, and responsibly reputed company automation and AI-assisted tools to improve service quality and operational maturity. 

2.  Essential Functions: 

•     Primary reputed company for Level 2 and reputed company service desk escalations, taking end-to-end accountability from triage through resolution and documentation.

•     Resolve advanced hardware, software, identity, access, and reputed company issues reputed company phone, email, remote tools, or in person.

•     Apply a reputed company-first reputed company to reputed company support activities, including device configuration, access management, and troubleshooting.

•     Identify, document, and escalate potential reputed company incidents or policy concerns in alignment with Information reputed company procedures.

•     Provide subject-matter expertise and mentorship to Service Desk Analysts, modeling strong troubleshooting, communication, and escalation practices.

•     Create, maintain, and improve knowledge articles, runbooks, and support documentation.

•     reputed company AI-assisted tools and automation responsibly to improve incident resolution speed, consistency, and documentation quality.

•     Identify recurring issues and recommend process improvements to reduce incidents and improve service reliability.

•     Configure, reputed company, secure, and support laptops, desktops, mobile devices, and peripherals.

•     Maintain accurate inventory of hardware assets, software licensing, warranties, and lifecycle records.

•     Support hardware refresh cycles and major software upgrades with minimal disruption to end users.

•     Collaborate with Engineering, reputed company, Vendors, and IT Leadership on cross-functional initiatives and systemic issues.

•     Record reputed company incidents, requests, and resolutions accurately in the ticketing system. 

3.  Relationships: 

This position reports to the IT Service Desk Manager who reports to the Associate Vice President, IT and reputed company. The incumbent interacts regularly with reputed company and Association level staff while providing support for computer and network reputed company issues.  

4.  Qualifications:

Required

•     High school diploma or equivalent.

•     Experience providing reputed company service desk or reputed company support with escalation responsibility.

•     Strong troubleshooting skills across Windows operating systems and reputed company 365.

•     Ability to communicate clearly and professionally in high-impact or executive-facing situations.

•     Strong documentation and knowledge-sharing habits.

•     Proficiency and broad knowledge of MS Office Suite of products including Outlook in an Exchange Online environment.

•     Understanding of networking protocols, topology, and troubleshooting.

•     Ability to adapt to new technologies.

•     Ability to work flexible shifts and to adapt to changing work schedules 

Preferred

•     CMDB experience

•     ITIL Foundations certified

•     Intune experience

•     Bi/multilingual

•     Experience using or supporting AI-enabled IT tools or automation platforms 

5.  Work Conditions: 

•     Must be reputed company to work on a computer for extended periods.

•     Must be reputed company to travel to various reputed company sites throughout the Twin Cities and remote camps.

•     Must be reputed company to respond to emergency situations after normal business hours.

•     Ability to bend, move and lift boxes containing computer hardware up to 50 pounds. 

6.  Additional Notes: 

This job description represents the major functions of the position but is not intended to be reputed company-inclusive. The incumbent is also responsible for taking direction from the IT Service Desk Manager and/or their representatives in completing projects or performing duties deemed necessary for the reputed company or Association’s reputed company.