Senior Service Desk Analyst

Responsibilities/Tasks:

• Solve Tier 1 & Tier 2 tickets.
• Serve as escalation point for complex service desk tickets.
• Diagnose and resolve advanced hardware, software, and access issues.
• Administer Microsoft 365 environment (user provisioning, access control, device compliance).
• Manage endpoint deployment via Intune/Autopilot.
• Maintain and troubleshoot network connectivity (VPN, DNS, DHCP issues).
• Support job sites and field users (remote + occasional onsite).
• Maintain documentation, SOPs, and knowledge base articles.
• Partner with IT leadership on process improvements and automation.

The salary range for this position is $75,000 to $90,000. (The compensation offered may vary depending on job-related knowledge, skills and experience).

KPI’s:

• Ticket resolution time (SLA compliance)
• First-call resolution rate
• Customer satisfaction (CSAT)
• Documentation completeness and accuracy

Qualifications:

Required

• 6 years minimum of experience in an IT support or helpdesk role (Level 1 or Level 2).
• Hands-on experience with Microsoft Intune, Autopilot, and Entra ID (Azure AD).
• Solid understanding of Windows 10/11 operating systems.
• Working knowledge of TCP/IP networking, including IP addressing, DNS, and DHCP.
• Experience configuring network printers, including SMTP relay and static IP assignment.
• Familiarity with SharePoint Online document libraries and permissions management.
• Basic proficiency in PowerShell scripting and command-line tools.

Preferred

• Industry certifications such as CompTIA A+, Network+, Microsoft 365 Certified: Endpoint Administrator Associate, or equivalent.
• Experience with Microsoft 365 administration (Exchange Online, Teams, SharePoint Admin Center).
• Familiarity with ticketing systems and ITIL-based service management practices.
• Experience supporting both Windows and iOS Mobile devices in a managed environment.

Competencies & Soft Skills

• Resourcefulness — Willingness to research, learn, and adapt when encountering unfamiliar problems.
• Communication — Ability to explain technical concepts to non-technical end users clearly and patiently.
• Accountability — Takes ownership of issues through resolution, with thorough documentation.
• Collaboration — Works effectively alongside Level 1 technicians, senior engineers, and cross-functional teams.
• Attention to Detail — Ensures configurations, permissions, and deployments are accurate and well-documented.
• Organizational skills — Ensure whenever solutions are discovered, they are properly documented for future use.

Work Environment:

• On-site presence required for hardware setup, printer configuration, and hands-on support.
• Occasional travel to satellite offices or job sites may be required.
• May involve lifting equipment up to 50 lbs.

Hermanson offers a comprehensive benefits package designed to support your health, financial future, and professional growth.

• Competitive pay with bonus opportunities
• Medical, prescription, dental & vision coverage with zero to low weekly premiums
• 401(k) with discretionary company match
• Generous paid time off (vacation, sick time, and paid holidays)
• Disability income protection
• Life insurance for employees and eligible dependents
• Optional added protection with critical illness and accident plans
• Career growth & development opportunities
• In-house training programs
• Certificate & tuition reimbursement
• Wellness program
• Employee Assistance Program (EAP)

Hermanson company LLC is proud to be an Equal Opportunity Employer. Hermanson does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit and business need.