Job Summary

The Sr. Support Analyst is a technical leader on the IT Service Desk team and reports to the IT Service Desk Manager. This position will be the subject matter expert (SME) for ticket handling responsibilities, including triaging and troubleshooting issues. In this role, you will support the IT Service Desk Manager in training and ensuring the Service Desk follows our defined IT operational processes and procedures. This includes, but not limited to, proper ticket handling, monitoring ticket queues, ensuring ticket SLA’s are being met, proper shift handoffs and escalations are being followed while working tickets to a resolution or providing proper escalations to our Advanced Support team as needed.

As a Service Desk SME, you will be a senior Service Desk resource for our Service Desk Operations that includes understanding and helping the IT Service Desk Manager improve our knowledgebase (KB) and training that produce positive team outcomes. This includes helping us continuously improve any other defined processes and procedures, monitoring, and service delivery as it relates to the Service Desk while ensuring a positive client experience in everything we do.

 Essential Job Functions

• Manages day to day Service Desk ticket volume while following our ticket handling process
• Works with the Service Desk manager to lead/mentor team to ensure Operational processes, procedures, and tools are being utilized, updated and continuously improved
• Provide or lead vendor support to resolve various service, hardware and/or software incidents within the established SLA
• Be a leader and SME to ensure we create, improve, and maintain our Service Desk KB
• Actively respond to NMS alerts and improve monitoring as needed within the Service Desk while ensuring monitoring is getting adjusted to obtain positive outcomes
• Participate and ensure our IT systems are consistently patched as expected
• Effectively own ticket escalations, tasks, updates to staff, internal end users and clients that achieve the desired business outcomes across the entire Service Desk team
• Quickly triage, escalate, and/or resolve IT related incidents
• Participate in service review and /or QA of individual and team deliverables
• Be the liaison between the Service Desk and Advance Support regarding escalations.
• Assist with documentation of new process and procedures while maintaining structure of knowledge base.
• Ability to perform all duties of Service Desk Analyst 1 position and other duties, as assigned
• Answering phone and triage of new tickets
• On-Call rotation for after hours and weekends

• Provide physical floor support and leadership for Service Desk Team throughout the day
• Assist Service Desk Leadership in monitoring KPI’s and conducting monthly score cards
• Assist Service Desk Leadership with reviewing inbound and outbound calls for quality assurance
• Review ticketing system on daily basis to help team drive items to completion
• Attend and participate in assigned client meetings as necessary, and disseminate information
• Assist with training and onboarding Service Desk staff
• Assist with training Service Desk staff on IT Operational processes and procedures
• Effectively communicating with Leadership when processes are not working or do not make business sense

Knowledge, Skills and Abilities

• Ability to work independently and within a team to achieve business goals
• Assist as an escalation point with internal and external clients that results in a positive outcome
• Understanding of virtual systems (VMWare, Citrix, and Hyper-v)
• Understanding and skills supporting current Windows and Linux systems
• Understanding of networking fundamentals (OSI model: TCP/IP, routing, switching, etc.)
• Understanding of storage and backup technologies preferred
• Understanding of security best practices within a LAN / WAN
• Understanding of firewalls, routers, switches, IDS/IPS, and VoIP technologies
• Knowledge and understanding of ITIL
• Knowledge of OSHA and industry safety practices
• Excellent verbal, written, and interpersonal skills
• Excellent Time Management

• Ability to complete job duties on-time with minimal to no supervision
• Ability to assist leading and supporting the service desk team
• Ability to train on operational processes/procedures and relevant technologies
• Ability to view and understand KPI’s to adhere to the SLA policy
• Effective communication skills with a solution mindset
• Ability to read, understand, and learn from technical manuals, KB, books and other resources

Education and Experience

• Leadership experience and willingness to mentor and be a leader on the Service Desk team
• 3 to 5 years’ experience working on a Service Desk team
• Bachelor’s degree in an IT or Business-related degree preferred (Associate’s degree, IT certifications, and/or equivalent experience may be substituted on an individual basis)
• Experience troubleshooting basic network, software, printing problems
• Experience working within an ITIL aligned IT team with exposure to Incident Management, Change Management, Service Review, and Service Delivery best practices preferred
• Exchange and / or Microsoft 365 experience
• Understanding of Azure, AWS, or other cloud technologies
• VMWare Experience 7.0 and newer
• Managed Services and Professional Services experience
• Valid driver's license required