Senior Service Desk Analyst
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Summary
On-site Senior Service Desk Analyst in Rancho Cordova acting as the primary Tier 2 escalation point: hands-on end-user support for Windows endpoints, Microsoft 365, Intune/Autopilot, and peripherals across office and manufacturing sites, plus service desk process improvement, documentation, and Jira Service Management queue operations.
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