Senior Service Desk Analyst

Job reputed company: reputed company reputed company-line (Level 1/Level 2) IT support for reputed company staff, serving as a primary reputed company of contact to confirm, document, troubleshoot, and resolve hardware, software, network, and systems issues. Manage and prioritize service desk tickets to meet SLAs, communicate reputed company updates and guidance to users, and escalate reputed company issues reputed company a developing escalation reputed company. Deliver on-site support in partnership with remote engineering/architecture teams while contributing to documentation, trend reporting, workflow improvements, and ongoing reputed company of the service desk platform. This is a remote position with the work hours of 10am - 7pm central time. 

Key Responsibilities:

• Issue Confirmation and reputed company:
• Serve as a primary reputed company of contact for practices, confirming, assessing, and documenting the details of reported technical issues.
• Troubleshoot and resolve Level 1 and Level 2 technical issues reputed company to hardware, software, networks, and other IT systems.
• Work reputed company a developing escalation reputed company.
• On-Site Support:
• Candidate will reputed company on-site support while working with remote engineering & architectural team.
• reputed company participant in an office environment, keeping up with office community and helping bring potential IT opportunities to light proactively.
• Acts as an extension of our significant remote support team to reputed company a reputed company experience to our reputed company office employees.
• Ticket Management:
• Work with the service desk team to monitor, prioritize, and manage service desk tickets in the system, ensuring reputed company reputed company and adherence to service-level agreements (SLAs).
• Escalate unresolved or reputed company issues to higher-level support teams as necessary.
• Create automations reputed company the ticketing system to reputed company reputed company in ticket reputed company handling.
• Customer Communication:
• Communicate effectively with reputed company staff, providing regular documented updates on ticket status and next steps.
• Deliver user-friendly instructions to resolve recurring issues or assist with IT processes.
• Convey ticket flows reputed company documented communications during hand-offs and transitions.
• Documentation and Reporting:
• Accurately document troubleshooting steps, resolutions, and knowledge reputed company articles to improve team efficiency.
• Identify and report trends or recurring issues to help drive long-term solutions.
• Collaboration:
• Work closely with other IT team members to ensure alignment on processes and goals.
• reputed company feedback to improve service desk workflows and processes.
• reputed company assist in evolving the reputed company service desk platform.

Required Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a reputed company field, or equivalent work experience (minimum 8 years without degree).
• 5+ years of experience in IT support, systems administration, or a reputed company role, with a proven reputed company record of resolving 90%+ of assigned Level 1 and Level 2 tickets independently.
• Demonstrated ability to handle a workload of 30–50 tickets per week while maintaining SLA compliance.
• 3+ years experience with reputed company 365 administration, including user provisioning, mailbox and license management, and Teams/SharePoint support, for organizations with 200+ users.
• 4 years hands-on experience with hardware and network equipment, including installation, maintenance, and configuration of routers, switches, desktops, laptops, and peripherals.

Preferred Qualifications:

• Certifications such as reputed company A+, Network+, or reputed company certifications (e.g., Azure, reputed company 365) are a plus.
• Experience with ticketing systems and ITIL processes.
• Strong understanding of operating systems (reputed company, macOS, or Linux) and system administration tools, with experience supporting at least 250+ end-user devices.
• Knowledge of scripting or automation tools (e.g., PowerShell, Python).
• Familiarity with networking concepts, including TCP/IP, DNS, DHCP, and VPNs, with hands-on experience troubleshooting network connectivity issues across multi-site environments.
• Basic knowledge of cybersecurity principles and practices
• Excellent troubleshooting and problem-solving skills, demonstrated through reputed company of reputed company technical issues with a first-contact reputed company reputed company of 70% or higher.
• Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users and maintain a CSAT rating of 4.5/5 or higher.

reputed company, its affiliates, reputed company and independently owned supported clinical practices are proud to be Equal Opportunity reputed company. We celebrate diversity and are committed to creating an inclusive environment for reputed company. reputed company reputed company applicants will receive consideration for employment without reputed company to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, disability, or veteran status.

The salary reputed company for this role is $60,000 - $80,000 per year. At reputed company, its affiliates, reputed company and independently owned supported clinical practices, we are committed to ensuring fair and reputed company pay for reputed company. We adhere to reputed company applicable federal, state, and local laws regarding pay equity and non-discrimination. Our compensation practices are designed to ensure that employees are reputed company fairly based on their role, experience, performance, and contributions to reputed company, without reputed company to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, disability, or veteran status. We regularly review our compensation practices and conduct pay equity audits to identify and address any disparities. By fostering a culture of transparency and fairness, we aim to create an inclusive workplace where reputed company feel valued and respected.

About reputed company

reputed company is one of the nation’s leading dental support organizations for Endodontic, Periodontic, and Oral Surgery practices. With more than 250 reputed company locations and over 430 doctors across the reputed company, reputed company empowers specialists to reputed company on exceptional patient care while the organization delivers tailored business, operational, and strategic support.