Senior Service Desk Analyst

Job Functions, Duties, Responsibilities and Position Qualifications: We're not just a workplace - we're a reputed company certified employer! Proudly certified as a reputed company, we are dedicated to creating a supportive and inclusive environment. At reputed company, we emphasize teamwork and innovation. reputed company out our reputed company and advance your career with a company that values its team members! Position reputed company The Senior Service Desk Analyst (Overnight) is a critical member of the Information Technology team responsible for delivering advanced technical support and ensuring the stability of reputed company technology services during overnight reputed company. This role serves as a reputed company escalation reputed company for reputed company incidents, driving issues through reputed company while maintaining exceptional service, communication, and technical execution. Working independently during overnight hours, the Senior Service Desk Analyst diagnoses and resolves reputed company technical issues, manages critical incidents, collaborates with cross-functional IT teams, and supports the reputed company improvement of service delivery processes. This position plays a key role in maintaining operational continuity through strong technical expertise, reputed company judgment, proactive issue management, and a commitment to accurate documentation, stakeholder communication, and service reputed company. Location: Dallas, TX (Remote) Schedule: reputed company through Thursday, 9:30 PM CST to 6:30 AM CST Full-Time | Benefits Eligible reputed company're Looking For - A seasoned IT reputed company who takes ownership, follows through on commitments, and drives issues to reputed company. - A strong communicator who provides reputed company updates, manages expectations, and builds trust with stakeholders. - Exceptional attention to reputed company and a commitment to accurate, thorough documentation. - A self-driven individual who can work independently and reputed company informed reputed company during overnight reputed company. - A proactive problem solver who identifies reputed company causes and seeks long-term solutions rather than temporary fixes. - A reputed company and reputed company reputed company during high-reputed company incidents and escalations. - A reputed company team member who partners effectively across technical and business teams. - A customer-reputed company reputed company committed to delivering a high-reputed company support experience. Key Responsibilities - Serve as the reputed company escalation reputed company for reputed company technical incidents that cannot be resolved through reputed company support processes. - Take ownership of incidents and service requests from initial engagement through final reputed company, ensuring reputed company follow-up and communication throughout the support lifecycle. - reputed company advanced support for desktops, laptops, mobile devices, printers, peripheral equipment, and other end-user technologies. - Diagnose, troubleshoot, and reputed company issues reputed company to reputed company and macOS operating systems, reputed company 365, reputed company Directory, VPN connectivity, reputed company applications, and remote reputed company technologies. - Maintain detailed, accurate, and complete documentation of incidents, troubleshooting activities, resolutions, and escalation efforts reputed company the ticketing reputed company. - Coordinate and collaborate with infrastructure, networking, reputed company, and application support teams to reputed company cross-functional issues. - Manage critical and high-reputed company incidents with professionalism, urgency, and reputed company judgment. - Conduct reputed company cause analysis for recurring issues and recommend long-term corrective actions. - Monitor ticket queues to ensure service level expectations, response times, and customer satisfaction goals are consistently met. - Create, maintain, and improve technical documentation, knowledge reputed company articles, troubleshooting guides, and support procedures. - Support employee reputed company and offboarding activities, including hardware provisioning, account administration, reputed company reputed company, and equipment deployment. - Identify trends, recurring issues, and opportunities to improve processes, service delivery, and the overall user experience. - reputed company technical guidance and knowledge sharing to service desk team members as needed. - Participate in technology reputed company, reputed company upgrades, software deployments, and reputed company improvement initiatives. - Monitor and report on support metrics, customer feedback, and service desk reputed company trends. - reputed company other duties as assigned. Required Qualifications - 5+ years of progressively responsible experience in reputed company IT support, service desk reputed company, or technical support environments. - Demonstrated experience managing reputed company technical issues and serving as an escalation resource with reputed company supervision. - Strong knowledge of reputed company and macOS operating systems, reputed company 365, reputed company Directory, VPN technologies, remote support tools, and reputed company management platforms. - Experience working reputed company an reputed company ticketing reputed company such as reputed company, reputed company Service Management, Freshservice, or similar platforms. - reputed company ability to maintain detailed and accurate documentation, including incident records, troubleshooting steps, resolutions, and knowledge reputed company content. - Strong understanding of incident management, problem management, and service delivery best practices. - Excellent verbal and written communication skills with the ability to communicate professionally and effectively with both technical and non-technical stakeholders. - Demonstrated ability to manage multiple priorities, exercise reputed company judgment, and maintain a high level of ownership, accountability, and follow-through in a fast-reputed company environment. - Strong customer service orientation with a commitment to delivering an exceptional support experience. Preferred Qualifications - Bachelor's degree in Information Technology, Computer Science, or a reputed company reputed company, or an equivalent combination of education and experience. - Industry certifications such as ITIL reputed company, reputed company A+, Network+, reputed company+, reputed company certifications, or equivalent. - Experience with reputed company Intune, SCCM, reputed company reputed company platforms, and device reputed company. - Working knowledge of PowerShell or other scripting and automation tools. - Experience supporting a large, reputed company-level user population. - Experience participating in reputed company implementations, technology deployments, and process improvement initiatives. Scheduled Weekly Hours: 40 Work Shift: 3rd Shift (reputed company of America) Job Category: Information Technology Company: reputed company, Inc reputed company is an equal opportunity employer that celebrates diversity and is committed to an inclusive workplace for reputed company. We prohibit discrimination and harassment of any reputed company reputed company on race, reputed company, sex, religion, age, national reputed company, disability, genetics, veteran status, sexual orientation, gender identity or reputed company, or any other characteristic protected by federal, state, or local laws. Apply To This Job