Senior Service Desk Analyst

Century CityHybridsenior

Customer SupportOtherService Desk Analyst

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Job Title: Senior Service Desk Analyst Department: Information Technology Description of Role: The Senior Analyst will partner with the Systems, Network,

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Customer SupportOtherService Desk Analyst

Job Title: Senior Service Desk Analyst

Department: Information Technology

Description of Role:

The Senior Analyst will partner with the Systems, Network, and Security teams to troubleshoot complex issues and implement scalable solutions, and will serve as the point of contact for in-house staff seeking technical assistance with software and hardware. They serve as members of the Firm Information Technologies Group, providing technical support to all firm personnel and maintaining the smooth operation of the office computer facilities.

Provide hardware and software support to end-users via phone, email, and in-person.

Troubleshoot and diagnose issues for laptops, desktops, and other peripherals.

Respond and resolve IT requests in a timely manner.

Provision new user accounts and endpoints.

Assist with maintaining the firm’s IT inventory and assets.

Document and maintain IT solutions and internal processes.

Stay updated on current technology changes/problems and Firm operating procedures.

Package, test, and schedule application updates.

Occasionally expected to provide offsite IT support.

Manage various ad hoc special projects (for example, application server migration, etc.).

In addition to general ticket resolution, serve as an L2 escalation point for Service Desk issues, own problems through resolution and ensures timely, clear communication with users.

Dependable and able to take ownership of projects from start to finish, manage competing priorities, and maintain strong oversight of status and timelines to ensure deliverables stay on track through completion.

4 years or more of IT experience

Bachelor’s Degree or equivalent work experience/certifications

Certifications are preferred, such as Microsoft (e.g., Modern Desktop/Endpoint, Azure fundamentals), CompTIA (A+/Network+/Security+), or other relevant vendor certifications.

Strong knowledge of Microsoft Windows 11 and Office 365 suite.

Working knowledge with Active Directory, GPO, MS365, Intune and application deployment.

Basic knowledge of network troubleshooting, VOIP, and AV equipment.

Ability to work autonomously and make sound decisions without direction

Friendly presence and helpful, professional attitude; good interpersonal skills and ability to work well with others. Be present, visible, and available to users requiring technical assistance.

Detailed oriented, Self-disciplined, reliable, and self-starter.

Excellent problem-solving skills, ability to visualize a problem or situation and think abstractly to solve it.

Ability to handle constantly changing flow of traffic, be able to multitask effectively, exercise patience and professionalism during stressful situations.