Senior Service Desk Analyst

The Planet Group; United States; On-site; USD 50,000 - 115,000; Full time

Job summary

A leading company is seeking a highly skilled IT Support Specialist to join their team. This role involves acting as a key escalation point for complex technical issues and providing advanced support across various technologies. Candidates should possess a strong background in IT support, with a focus on process improvement and mentoring junior staff. The position offers an opportunity to work in a dynamic environment with a commitment to excellence and customer satisfaction.

Qualifications

• 4+ years of IT support experience with escalated issues.
• Experience mentoring junior staff and providing technical leadership.

Responsibilities

• Serve as the primary escalation point for advanced technical issues.
• Help develop and implement support standards and procedures.

Skills

Advanced troubleshooting

Problem-solving

Customer service orientation

Excellent communication

Education

Associate’s or Bachelor’s degree in IT

Tools

Microsoft Active Directory

Freshdesk

Putty

SSH

Job description

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We are seeking a highly skilled IT Support Specialist to join our growing team. In this role, you'll act as a key escalation point for complex technical issues and provide advanced support across a wide range of technologies. This position requires deep technical expertise, a passion for process improvement, and the ability to mentor junior team members.

Key Responsibilities:

• Serve as the primary escalation point for advanced technical issues.
• Act as a central contact for handling and managing IT support requests.
• Respond to a variety of service requests, providing guidance and resolution support.
• Perform first-line investigation and diagnosis; escalate unresolved issues as needed.
• Help develop and implement support standards, monitoring and reporting tools, and escalation procedures.
• Contribute to the creation and maintenance of technical documentation and knowledge base articles.

Must-Haves:

• Associate’s or Bachelor’s degree in IT, Computer Science, or related field (or equivalent professional experience).
• 4+ years of IT support experience, including handling escalated issues.
• Advanced troubleshooting and problem-solving skills.
• Strong knowledge of ITIL best practices, especially in Service Level Management, Problem Management, and Continuous Improvement.
• Experience mentoring junior staff and providing technical leadership.
• Proven ability to create IT support documentation and define standards.
• Hands-on experience with Microsoft Active Directory in enterprise environments.
• Experience with IT service desk tools (preferably Freshdesk).
• Industry certifications such as ITIL, HDI, CompTIA A+, MCSA, MCSE.
• Strong preference for ITIL 4 Managing Professional certification.
• Skilled in remote support tools and techniques.
• Excellent written and verbal communication skills.
• Strong customer service orientation and hands-on work ethic.

Technology Environment:

You'll be working with the following technologies:

• Core Tools: FreshDesk / FreshService / Freshworks
• Operating Systems: Windows Desktop, Windows Server
• Networking Tools & Skills: Intermediate networking knowledge, tools like Putty, SSH

Nice-to-Have Experience:

• Microsoft Purview / Sensitivity Labels
• Microsoft PIM
• Microsoft Sentinel
• CrowdStrike
• Veeam
• VMware

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Information Technology

• Industries

  Staffing and Recruiting

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