Senior Service Desk Analyst: VIP Support & Escalations

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, 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.