Senior Enterprise Service Desk Analyst (Remote)

ScalableOS; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

ScalableOS is seeking a Sr. Analyst for the Enterprise Service Desk to provide high‑level, white‑glove support to enterprise clients remotely.

You will own escalations, drive root-cause analysis, and mentor junior analysts while maintaining top service levels across endpoint, cloud, and core systems. As the senior on the desk, you’ll coordinate with engineering and secure client satisfaction through meticulous documentation, proactive engagement, and adherence to SLAs in a fast-paced MSP

Qualifications

• Minimum 5+ years of experience in IT support, service desk, or systems support roles.
• Experience in MSP or client-facing environments.
• Strong troubleshooting across endpoint, Microsoft 365, and user environments.

Responsibilities

• Serve as the primary escalation point for complex or high-priority issues.
• Own and resolve advanced technical issues across endpoints, cloud, and core systems.
• Take ownership of aging, high-impact tickets to drive resolution.
• Communicate status, timelines, and plans clearly to clients.
• Mentor ESD Analysts and participate in on-call rotation.
• Deliver white-glove support via phone, email, and remote sessions.

Skills

Troubleshooting

Communication

Documentation

Ownership

Education

Degree in IT or related field

Tools

Active Directory

Intune

Mimecast/Proofpoint/Defender

Citrix

VMware/Hyper-V

Job description

ScalableOS is seeking a Sr. Analyst for the Enterprise Service Desk to provide high‑level, white‑glove support to enterprise clients remotely.

You will own escalations, drive root-cause analysis, and mentor junior analysts while maintaining top service levels across endpoint, cloud, and core systems. As the senior on the desk, you’ll coordinate with engineering and secure client satisfaction through meticulous documentation, proactive engagement, and adherence to SLAs in a fast-paced MSP