• Phoenix 85007
• Salary: $49000 - $59000 per year
• Full time Contract

Requisition Id: #10002

The Senior Service Desk Analyst provides advanced technical support and guidance within the service desk team. This role not only resolves complex incidents but also mentors junior analysts, ensures adherence to SLAs, and contributes to process improvements.

Key Responsibilities

• Act as escalation point for unresolved issues from junior analysts.

• Perform in-depth troubleshooting of hardware, OS, networking, and application issues.

• Lead the onboarding and mentoring of junior service desk staff.

• Monitor ticket queues to ensure SLA compliance and quality of service.

• Participate in root cause analysis and recommend long-term fixes.

• Develop and maintain IT documentation and knowledge base articles.

• Coordinate with infrastructure and application support teams for escalations.

• Assist in software deployment, system upgrades, and patch management.

• Provide guidance on IT service desk best practices and process improvements.

Qualifications

• 3–5+ years of IT service desk or desktop support experience.

• Bachelor’s degree in IT, Computer Science, or related discipline (or equivalent).

• Strong expertise with Windows OS, Office 365, Active Directory, VPN, and remote support tools.

• Solid knowledge of ITSM/ticketing systems (ServiceNow, Remedy, etc.).

• Ability to manage competing priorities while ensuring customer satisfaction.

• Strong communication skills with proven ability to interact at all organizational levels.

Preferred

• ITIL Foundation certification.

• Advanced certifications (e.g., CompTIA Network+, Microsoft MCSA/MD-100, or similar).

• Experience supporting enterprise-scale environments.

• Background in creating and analyzing service desk metrics and reports.