Senior Service Desk Analyst

EP Wealth Advisors, LLC; Salt Lake City (UT); On-site; USD 119,832,000 - 136,364,000; Full time

Benefits offered by this job

11 Paid Holidays

Paid Parental Leave

Paid Volunteer Time

Flexible Work Schedule

Health, Dental, Vision Plans

401k with company match

Mental Health services

Job summary

EP Wealth Advisors, LLC is seeking a Senior Service Desk Analyst to provide Tier 2/3 support for complex issues, manage VIP in-person assistance, and coordinate with the MSP for escalation. You will contribute to playbooks and help improve service quality while traveling to company offices across the US.

Ideal candidates have 3–5 years in senior service desk roles, strong ITIL knowledge, and experience with Windows, macOS, iOS, and Microsoft 365 products.

Qualifications

• Associate or bachelor's degree in information technology, or related field (preferred) or equivalent experience.
• 3-5 years in a senior service desk or technical support role, preferably corporate.
• Strong knowledge of ITIL functions (Incident, Change, Knowledge, IT Asset and License Management).
• Experience supporting Windows 11, macOS, and iOS.
• Experience supporting Microsoft 365 (Teams, Outlook, OneDrive, SharePoint) and Zoom Workplace.

Responsibilities

• Provide Tier 2/3 service desk support for moderate to complex issues, requests and incidents.
• Provide C-Suite/VIP in person support.
• Escalate and coordinate with MSP and other IT teams.
• Contribute to create and maintain support playbooks.
• Travel to company offices across the US (~25%).

Skills

ITIL processes

Network troubleshooting

Windows 11

macOS

iOS

Microsoft 365

VIP support

Service desk escalation

Education

Associate or Bachelor's in IT or related field

Tools

Microsoft Entra ID

Microsoft Intune

Job description

EP Wealth Advisors (EPWA) is a wealth management advisory firm with over $49.1 billion as of June 30, 2026, serving predominately high net worth individuals. EPWA fosters an inclusive environment that offers opportunities for our associates to learn, grow and enhance their skills to take on new challenges to progress in their professional careers.

As a member of our growing Information Technology team, the Senior Service Desk Analyst provides support for applications, user account administration, and Tier 2/3 enterprise application support. The Senior Service Desk Analyst is responsible for ensuring timely and effective resolution of IT-related issues, maintaining high levels of client satisfaction, and providing a senior level of technical and business acumen. This role engages with the managed service provider (MSP) responsible for ticket triage and Level 1 support, serving as a technical escalation point and contributing to support playbooks that expand the range of tickets the MSP can resolve.

Duties and Responsibilities

• Provide Tier 2/3 service desk support for moderate to complex technical issues, service requests, and incidents.
• Provide C-Suite/VIP in person support.
• Serve as an escalation point for users, coordinating resolution with appropriate support groups while maintaining a high level of service quality and client satisfaction.
• Engage with the MSP responsible for ticket triage and Level 1 support as a technical escalation point for tickets requiring Tier 2/3 support or coordination with other IT teams.
• Contribute to the creation, maintenance, and continuous improvement of support playbooks that expand the range of tickets the MSP can resolve.
• Participate in team training and knowledge-sharing activities.
• Assess problems and issues related to, but not limited to: Hardware (such as, laptops, desktops, peripherals), Software (Microsoft Office365, SharePoint, OneDrive, Adobe Acrobat), Active Directory account issues, Mobile Devices, and other enterprise applications.
• Fulfill routine end-user requests, resolve service failures, perform routine operational maintenance, and perform administrative tasks.
• Strive for timely resolution of assigned and MSP-escalated tickets; when applicable, escalated and assign issues to appropriate support groups.
• Utilize the ITSM application for issue and request tracking, ensuring all user requests for assistance are documented with an appropriate ticket, and all tickets requiring follow-up work and/or calls receive appropriate attention within designated SLAs.
• Interact with asset management, network services, software systems engineering, applications development, and printer maintenance services to identify, correct and restore technical problems.
• Partner with the Service Desk Team Lead or Service Desk Manager in recommending continuous improvement initiatives that support improved services.
• Help ensure that industry standard cyber security standards are implemented and followed.
• Serve as a technical resource for service desk team members, providing guidance and support as needed.
• Collaborate with other IT teams and organizational stakeholders to resolve complex technical issues.
• Ensure that all business activities are performed with the highest ethical standards and in compliance with the EP Wealth Code of Business Conduct.
• Other duties as assigned.

Qualifications

• Associate or bachelor's degree in information technology, or related field (preferred) or equivalent experience.
• A minimum of 3-5 years in a similar senior service desk or technical support role, preferably within a corporate environment.
• Strong knowledge of ITIL functions (Incident, Change, Knowledge Management, IT Asset and License Management)
• Knowledge of network administration and troubleshooting.
• Experience supporting Microsoft Entra ID; experience with Microsoft Intune is preferred.
• Hands-on experience supporting Microsoft Windows 11, macOS, and iOS.
• Experience supporting Microsoft 365 products, including Teams, Outlook, OneDrive, and SharePoint.
• Experience supporting Zoom Workplace products, including Meetings, Phone System, Zoom Rooms, Scheduler, and Workplace Reservation.
• Experience supporting enterprise applications and productivity tools, including Adobe products, Salesforce, Slack, ChatGPT, and Claude.
• Exceptional customer service orientation and demonstrated analytical and problem-solving skills.
• Robust organizational skills, with the capacity to multitask and prioritize in a high-demand environment.
• Ability to travel to company offices throughout the US. (~25%)

$41.82 - $47.59 an hour

What We Offer

We offer a highly competitive suite of holistic benefits designed to help our team members balance their personal and professional life commitments. These include options designed to encourage employee's health, happiness, and financial well-being.

• 11 Paid Holidays + 2 Floating Holidays
• Paid Parental Leave
• Paid Volunteer Time
• Flexible Work Schedule
• Highly subsidized Health, Dental, and Vision Plans
• 401k Retirement Account with company match contributions
• Free Mental Health services, Life Insurance, Long & Short-Term Disability Insurance
• Flexible Spending Accounts and Health Savings Accounts
• Employee Financial Education
• Employee Educational Expense Reimbursement
• Employee Charitable Donations
• Employee Referral Incentives
• Employee Team Building Activities
• Employee Assistance Program

EPWA is an equal opportunity employer. Prospective employees will receive consideration without discrimination because of race, creed, color, sex, gender, gender expression, gender identity, sexual orientation, age, religion, national origin, ancestry, mental disability, physical disability, medical condition, genetic information, marital status, military and veteran status, or any other basis protected by law.