Job Description

Senior Service Desk Analyst (Level 2)

Our client is a Managed Service Provider (MSP) that redefines IT leadership through customized solutions for businesses and nonprofits. They integrate Managed IT, IT Modernization, and CIO Advisory to enhance service delivery, security, and productivity — guided by the dual principles of simplification and modernization, making IT more accessible while keeping security robust and operations streamlined. We're looking for a dynamic and experienced Senior Service Desk Analyst to serve as a senior point of contact for end-users, providing advanced support across our client's desktop computing environment. You'll lead on complex hardware and software issues, keep workstations running at their best, and mentor the level of support that keeps end-users productive — collaborating daily with a U.S.-based team along the way. If you enjoy solving harder problems, training others, and being the person people trust with tricky technical issues, we'd love to meet you.

Benefits and Compensation

• Permanent Work from Home
• Paid Time Off
• Monthly Performance Bonus
• Annual Bonus
• Health Allowance
• Internet Allowance

What You'll Do

• Advanced Hardware Support: Lead installation, upgrading, and troubleshooting of printers, computer hardware, and authorized peripherals, performing advanced remedial repairs and customizing desktop configurations to meet user needs and site standards.
• Application & Systems Support: Install, upgrade, and troubleshoot macOS, Windows, Microsoft 365, and other authorized desktop applications, using diagnostic tools to resolve network connectivity and workstation issues.
• Account & Email Administration: Manage user and email account administration — including account creation, distribution lists, and password resets — across platforms like Google Workspace and Microsoft 365.
• End-User Training: Provide comprehensive, patient training to end-users on software, hardware, and peripheral device operation.
• Vendor Coordination & Preventative Maintenance: Collaborate with vendor support contacts to resolve complex technical issues, and conduct routine preventative maintenance on computers, laptops, printers, and peripherals.
• Escalation Leadership: Coordinate with appropriate support teams on escalations beyond standard troubleshooting scope, and ensure warranty and equipment-return processes are followed.

What You'll Bring

• Bachelor's degree, preferably in Information Technology, Computer Science, or a related field.
• 3+ years of progressive experience in IT support roles, with a strong focus on end-user technical assistance.
• Demonstrated ability to build strong client rapport and manage technical needs with confidence.
• Exceptional troubleshooting and critical-thinking skills for resolving complex issues efficiently.
• Hands-on experience with Windows, macOS, Microsoft 365, and Google Workspace environments.
• Experience with user and email account administration across multiple platforms.
• Comfortable coordinating with vendors and cross-functional support teams.
• Outstanding spoken and written communication skills, with a professional demeanor.
• A reliable internet connection and a dedicated home workspace.

How You Work

• Problem solving: You dig into issues, weigh the options, and land on practical solutions.
• Teamwork: You work well with others and pitch in wherever the team needs support.
• Sound judgment: You use good judgment and know when to act and when to ask.
• Planning & organizing: You plan ahead, stay organized, and keep track of the details.
• Professionalism: You represent the team and company well in every interaction.
• Quality focus: You take pride in accurate, well-done work.
• Dependability: You show up, follow through, and can be counted on.
• Ethics: You act with integrity and honesty in everything you do.

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