Senior Service Desk Analyst
Senior Service Desk Analyst
Glocomms is partnered with a top 100 professional services firm to identify a Senior Service Desk Analyst to join its Information Technology team. This role is responsible for delivering high-quality technical support and end-user services while taking ownership of incidents, requests, and projects across the IT environment.
Role Overview
The Senior Service Desk Analyst provides comprehensive technical support to internal users through phone, email, and in-person interactions. This position plays a critical role in troubleshooting and diagnosing hardware, software, and network issues, managing IT requests, and serving as an escalation point for L2 support. The role requires clear user communication, strong incident ownership, and the ability to balance daily support with project-based work.
Key Responsibilities
- Provide end-user technical support for laptops, desktops, and peripherals
- Deliver phone, email, and in-person support with a strong customer service mindset
- Troubleshoot and diagnose hardware, software, operating system, and application issues
- Manage IT requests, incidents, and ticket resolution with full ownership from intake to closure
- Act as an L2 escalation point while maintaining excellent user communication
- Perform user account provisioning and administration using Active Directory and Group Policy Objects (GPO)
- Provision and manage endpoints using Intune and Modern Desktop/Endpoint solutions
- Support Microsoft Windows 11, Office 365, and Microsoft 365 (M365) environments
- Maintain IT inventory records, asset management systems, and technical documentation
- Package, test, update, and deploy applications across the organization
- Support network troubleshooting, VOIP systems, and Audio/Visual (AV) equipment
- Provide offsite IT support as needed
- Contribute to ad hoc initiatives such as application server migrations and infrastructure projects
- Own assigned projects, managing priorities, timelines, and deliverable tracking
- Assist with and improve internal IT processes and change management efforts
Required Qualifications
- Be able to report to Century City, California in a hybrid capacity
- 4+ years of experience in an IT service desk or technical support environment
- Bachelor's degree in Information Technology or equivalent professional experience
- Strong hands-on experience with:
- Windows 11, Office 365, and Microsoft 365
- Active Directory, Group Policy Objects (GPO), and Intune
- Endpoint provisioning and Modern Desktop environments
- Network troubleshooting, VOIP, and AV technologies
- Demonstrated experience with incident ownership, L2 escalation, and ticket management
- Ability to work autonomously, make sound technical decisions, and manage competing priorities
- Strong interpersonal skills with clear, professional communication and attention to detail
Preferred Certifications
- Microsoft certifications, including Modern Desktop and Azure Fundamentals
- CompTIA A+, Network+, and Security+
- Relevant vendor-specific certifications
Core Competencies
- Customer-focused approach with strong interpersonal skills
- Excellent problem-solving and abstract thinking ability
- Proven multitasking and stress-management capabilities
- Self-starter with a high level of reliability and accountability
- Strong organizational skills and aptitude for change and priority management
Compensation & Benefits
- Competitive salary range of $65,000 - $90,000
- Comprehensive benefits package including:
- Medical, dental, and vision insurance
- Retirement savings plan with 401(k)
- Profit-sharing opportunities
- Certification incentives and ongoing professional development
Interested?
Contact me for more details!
FAQs
Congratulations, we understand that taking the time to apply is a big step. When you apply, your details go directly to the consultant who is sourcing talent. Due to demand, we may not get back to all applicants that have applied. However, we always keep your resume and details on file so when we see similar roles or see skillsets that drive growth in organizations, we will always reach out to discuss opportunities.
Yes. Even if this role isnât a perfect match, applying allows us to understand your expertise and ambitions, ensuring you're on our radar for the right opportunity when it arises.
We also work in several ways, firstly we advertise our roles available on our site, however, often due to confidentiality we may not post all. We also work with clients who are more focused on skills and understanding what is required to future-proof their business.
That's why we recommend registering your resume so you can be considered for roles that have yet to be created.
Yes, we help with resume and interview preparation. From customized support on how to optimize your resume to interview preparation and compensation negotiations, we advocate for you throughout your next career move.