Senior Service Desk Analyst: Complex IT Escalations

IMIA, LLC; San Diego (CA); On-site; USD 80,000 - 90,000; Full time

Benefits offered by this job

Health

Dental

Vision

Life

LTD

Accident

Critical Illness

401k

Employee Assistance Program

Per Diem / Dislocation Allowance

Job summary

IMIA, LLC is seeking a Service Desk Analyst III to provide advanced IT support across desktops, laptops, mobile devices, and cloud services. You will act as a senior escalation resource, mentor junior staff, and help improve service desk processes while ensuring responsive, professional support to end users.

The role requires strong knowledge of Windows, Microsoft 365 GCCH, AD/Entra ID, VPN, and security tools, with an emphasis on incident management and customer service across multiple sites.

Qualifications

• Bachelor's degree in information technology, computer science, cybersecurity, information systems, business technology, or related field preferred.
• Equivalent progressive IT support experience may be considered in lieu of a degree; six+ years of related IT support experience preferred.
• CompTIA A+, Network+, Security+, Microsoft, ITIL Foundation, HDI, or similar certification preferred.

Responsibilities

• Serve as an advanced service desk resource and primary escalation point for complex IT support requests.
• Provide Coast coverage and backup support for other service desk personnel and locations.
• Log, categorize, and track incidents through resolution in the IT service management system.
• Troubleshoot and resolve advanced hardware, software, VPN, and access issues.
• Install, configure, deploy, and support desktops, laptops, peripherals, and endpoint configurations.
• Mentor Level I and II analysts and support ticket handoffs and knowledge base updates.
• Identify trends and opportunities to improve service desk procedures and knowledge base content.

Skills

Windows OS/Entra ID

Microsoft 365 GCCH

Active Directory

VPN

Endpoint devices

Printers/Mobile devices

Security tools

Remote support tools

Asset management

Business applications

Education

Bachelor's degree in IT or related field

CompTIA A+/Network+/Security+ or ITIL/HDI certification

Tools

IT service management systems

Remote support tools

Asset management tools

Job description

IMIA, LLC is seeking a Service Desk Analyst III to provide advanced IT support across desktops, laptops, mobile devices, and cloud services. You will act as a senior escalation resource, mentor junior staff, and help improve service desk processes while ensuring responsive, professional support to end users.

The role requires strong knowledge of Windows, Microsoft 365 GCCH, AD/Entra ID, VPN, and security tools, with an emphasis on incident management and customer service across multiple sites.