Senior Service Desk Analyst

Butcher Power Products; Rancho Cordova (CA); On-site; USD 75,000 - 110,000; Full time

Job summary

Butcher Power Products is seeking a Senior Service Desk Analyst to act as the primary Tier 2 escalation point, actively handling support work and driving efficient incident resolution for Windows devices, Microsoft 365, printers, and related endpoints.

You will provide on-site and remote support across headquarters and manufacturing sites, triage workloads, reduce backlog, automate knowledge, and collaborate with cloud, security, and vendor teams to protect operations.

Qualifications

• Five or more years of IT support experience, including at least two years in a Tier 2, senior service desk, desktop support, or equivalent role.
• Strong troubleshooting across Windows 11, Microsoft 365 laptops/desktops, printers, mobile devices, and common office tech.
• Working knowledge of Microsoft Entra ID, Intune, device compliance, user access, and Active Directory concepts.
• Experience with ITSM platforms, managing queues, documenting resolutions, prioritizing work, and meeting service expectations.
• Strong customer service, written communication, documentation, and stakeholder management.
• Ability to support multiple sites and operate in office and manufacturing environments.

Responsibilities

• Provide Tier 2 support for Windows devices, Microsoft 365 applications, mobile devices, printers, peripherals, and common business apps.
• Diagnose and resolve complex hardware, software, identity, access, connectivity, and performance issues.
• Support users at headquarters and manufacturing facilities through remote and on-site service.
• Own incidents and requests through resolution, communication, documentation, and closure.
• Triage and prioritize incoming work based on urgency, impact, age, dependencies, and capacity.
• Reduce backlog and maintain ticket follow-up and customer communication.
• Coordinate queue activity and route work to Tier 1, Tier 2, cloud, network, security, or vendors.
• Identify major incidents and escalate per procedures.
• Deploy, configure, troubleshoot, replace, and retire Windows endpoints and related equipment.
• Support Intune‑managed devices and Windows Autopilot provisioning with the cloud team.
• Onboard/offboard tasks, user account support, access administration, and hardware assignments.
• Maintain asset, assignment, warranty, and inventory records.
• Create and maintain knowledge articles, SOPs, troubleshooting guides, and user instructions.
• Identify recurring ticket drivers and recommend fixes, automation, or self-service.
• Improve categorization, prioritization, escalation, and closure in Jira Service Management.
• Help define service targets and produce operational reporting on volume, backlog, age, and resolution.
• Provide guidance to Service Desk Technician and collaborate with Senior Cloud/Security engineers on escalations.
• Coordinate warranty repairs and support cases with hardware, software, telecoms, and vendors.
• Communicate clearly with users and business leaders during incidents and outages.

Skills

Windows 11

Microsoft 365

Intune

Active Directory

ITSM

Tier 2 support

Customer service

Tools

Jira Service Management

PowerShell

Remote support tools

Job description

Job Summary

The role is not designed as a management position. The Senior Service Desk Analyst will actively complete support work, serve as the primary Tier 2 escalation point, improve support processes, and help prevent engineering resources from being routinely diverted from strategic projects.

Key Responsibilities

Advanced end-user support

• Provide Tier 2 support for Windows devices, Microsoft 365 applications, mobile devices, printers, peripherals, and common business applications.


• Diagnose and resolve complex hardware, software, identity, access, connectivity, and performance issues.


• Support users at headquarters and manufacturing facilities through remote and on-site service.


• Own assigned incidents and requests through resolution, communication, documentation, and closure.

Service Desk Operations And Throughput

• Triage and prioritize incoming work based on urgency, business impact, age, dependencies, and available capacity.


• Actively reduce the backlog and maintain consistent ticket follow-up and customer communication.


• Coordinate day-to-day queue activity and route work to the appropriate Tier 1, Tier 2, cloud, network, security, or vendor resource.


• Identify major incidents and expedite escalation according to defined procedures.

Endpoint And User Lifecycle Support

• Deploy, configure, troubleshoot, replace, and retire Windows endpoints and related equipment.


• Support Intune‑managed devices and Windows Autopilot provisioning in coordination with the cloud team.


• Perform onboarding and off‑boarding tasks, user account support, access administration, and hardware assignments.


• Maintain accurate asset, assignment, warranty, and inventory records.

Knowledge And Process Improvement

• Create and maintain knowledge articles, standard operating procedures, troubleshooting guides, and user‑facing instructions.


• Identify recurring ticket drivers and recommend permanent fixes, automation, training, or self‑service opportunities.


• Improve categorization, prioritization, escalation, and closure practices in Jira Service Management.


• Help define practical service targets and produce operational reporting on volume, backlog, age, and resolution performance.

Team And Vendor Collaboration

• Provide technical guidance and day‑to‑day support to the Service Desk Technician.


• Work closely with the Junior Cloud Engineer, Senior Cloud Engineer, and Senior Security and Network Engineer on escalated issues.


• Coordinate warranty repairs and support cases with hardware, software, telecommunications, and application vendors.


• Communicate clearly with users and business leaders during incidents, outages, and delayed resolutions.

Qualifications

Required

• Five or more years of IT support experience, including at least two years in a Tier 2, senior service desk, desktop support, or equivalent role.


• Strong troubleshooting skills across Windows 11, Microsoft 365 application laptops, desktops, printers, mobile devices, peripherals, and common office technologies.


• Working knowledge of Microsoft Entra ID, Intune, device compliance, user access, and Active Directory concepts.


• Experience working from an ITSM platform, managing assigned queues, documenting resolutions, prioritizing work, and meeting service expectations.


• Strong customer service, written communication, documentation, and stakeholder‑management skills.


• Ability to support multiple sites and operate effectively in office and manufacturing environments.

Preferred

• Experience with Jira Service Management, Microsoft Intune, Windows Autopilot, PowerShell, and remote support tools.


• Experience supporting manufacturing, engineering, shared‑device, or shop‑floor environments.


• Relevant certifications such as CompTIA A+, Network+, Microsoft 365 Fundamentals, or Microsoft Endpoint Administrator.

Core Competencies

• Technical Troubleshooting & Problem Solving


• Customer Service & User Support


• Incident & Service Request Management


• Communication & Documentation


• Collaboration & Technical Guidance


• Continuous Improvement & Operational Excellence