Senior Help Desk Analyst

Assist in providing Level 2 support when request volumes are high.

Act as an escalation point for advanced or difficult help requests.

Escalate incidents with accurate documentation to suitable technician or vendor, when required.

Use remote tools and diagnostic utilities to aid in troubleshooting.

Manage and deploy applications, policies, and updates via Microsoft Intune to ensure optimal performance and security of corporate devices.

Administer and maintain ServiceNow by configuring workflows, managing incidents, and automating service requests for efficiency.

Deploy and maintain OS images using Microsoft Deployment Toolkit (MDT) and Microsoft Autopilot, ensuring a streamlined process for provisioning devices.

Administer and optimize Microsoft M365 Admin Center, managing users, licenses, security policies, Exchange, SharePoint, Teams, and other M365 services.

Provide service desk support in a courteous manner and resolve problems to the end user’s satisfaction.

Monitor and respond quickly and effectively to requests received through the IT Service Desk system.

Record, track, and document all actions taken to resolve a service desk ticket.

Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

Identify and learn appropriate software and hardware used and supported by the organization.

Perform timely workstation hardware and software upgrades as required.

Assist with onboarding of new users including orInstall, test and configure new workstations, peripheral equipment and software.

Perform preventive maintenance, including checking and cleaning of workstations, printers, and peripherals.

Maintain inventory of all equipment, software and software licenses using Inventory tracking software.

Evaluate documented resolutions and analyze trends for ways to prevent future problems.

Other duties as assigned by the Infrastructure and Operations Leader, or the Manager of Information Technology.