Senior Service Desk Analyst - Tier 2 Support & Improvement

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

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.