Senior Help Desk Analyst

Akkodis

San Antonio (TX)

Hybrid

USD 48,216 - 55,104

Full time

14 days+

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Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401K plan

Flexible benefits

Paid Sick Leave

Job summary

A leading IT services company is seeking a Senior Service Desk Intune Analyst in San Antonio, TX. The role involves providing advanced troubleshooting and support, mentoring team members, and working on Windows 11 rollouts. Candidates should have a Bachelor's Degree and at least 4 years of IT support experience. The position also offers a hybrid work model and benefits including medical and 401K options.

Qualifications

4+ years of experience in IT support and troubleshooting.
Certifications preferred: CompTIA A+, Network+, Security+, Microsoft Endpoint Administrator Associate.
SCCM and Intune Administrator training preferred.

Responsibilities

Provide Tier 2/3 support for escalated technical issues.
Mentor team members on SCCM and Intune usage.
Support Windows 11 rollout and endpoint management.

Skills

SCCM & Intune

Windows OS & Office 365

Active Directory

ITSM/Ticketing Systems

PowerShell/Scripting

Networking Troubleshooting

MacOS

Cybersecurity

Education

Bachelor’s Degree or equivalent experience

Tools

ServiceNow

Job description

Overview

Senior Service Desk Intune Analyst

Base pay range: $35.00/hr - $40.00/hr

Job Title: Senior Service Desk Intune Analyst

Type of Position: 6 Month Contract

Location: Hybrid – 2 Days Onsite, Johnson City TX

Position Summary

This position is responsible for providing advanced troubleshooting and resolution of hardware, software, and network issues, identifying root causes of incidents, and maintaining corporate image standards. The role provides Tier 2/3 support for Service Desk Technicians and works closely with IT operations teams to ensure high-quality service delivery.

Key Responsibilities

Provide Tier 2/3 support for escalated technical issues from Service Desk Technicians.
Mentor team members on SCCM and Intune usage and best practices.
Support Windows 11 rollout and endpoint management.
Create, update, and maintain records in an ITIL-based ticketing system.
Automate tasks using PowerShell scripting.
Monitor IT systems and application performance and security.
Evaluate and recommend software and hardware solutions.
Assist in developing and enforcing IT policies and procedures.
Lead by example in troubleshooting, customer service, and documentation.
Collaborate with Applications, Developers, System, and Network teams to escalate and resolve issues.
Occasionally respond to direct Service Desk calls for complex issues.
Participate in candidate evaluations and assist in onboarding/training programs.

Technical Skills

SCCM & Intune: Recent hands-on experience; ability to mentor others.
Windows OS & Office 365: Strong support experience, especially with Windows 11.
Active Directory: Account creation and group permission management.
ITSM/Ticketing Systems: General experience (ServiceNow not required).
PowerShell/Scripting: Ability to write basic scripts (e.g., restart a program).
Networking Troubleshooting: TCP/IP, DNS, DHCP, VPN.
MacOS: Basic familiarity (majority of users are on Windows).
Cybersecurity: Understanding of best practices and tools.

Soft Skills

Excellent communication and customer service skills.
Ability to work independently and collaboratively.
Professional demeanor in all customer interactions.
Skilled in multitasking, prioritizing, and adapting to changing priorities.
Strong documentation and process improvement mindset.

Minimum Qualifications

Bachelor’s Degree or equivalent experience.
4+ years of experience in IT support and troubleshooting.
Certifications preferred: CompTIA A+, Network+, Security+, Microsoft Endpoint Administrator Associate.
SCCM and Intune Administrator training preferred.

Benefits and Additional Information

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.akkodis.com/en/us/candidate-privacy-policy

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable: