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!