JOB SUMMARY: 

The Senior Service Desk Analyst serves as a critical escalation point and technical expert for our Tier 1 service desk team. This role provides advanced troubleshooting, mentorship, and problem resolution for escalated incidents, ensuring timely and effective support for our employees across the country. This position will have outstanding diagnostic expertise and commitment to customer service will ensure a seamless IT experience for our nationwide corporate offices and practices. This support is crucial to the delivery of the company’s mission of helping children achieve a lifetime of great oral health.

EDUCATION/CREDENTIALS:

• ITIL Foundation certification or equivalent.

JOB RELATED EXPERIENCE:

• Minimum of 4 years of experience in a service desk or technical support role in an enterprise environment.

JOB-RELATED SKILLS/COMPETENCIES:

• Deep understanding of Windows operating systems, common business applications (Microsoft Office Suite, etc.), and networking concepts.
• Proven experience in troubleshooting complex hardware and software issues.
• Ability to remain calm in high-pressure situations and take ownership of problems until resolution.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to users of varying technical levels.
• Experience with macOS, mobile devices, cloud applications, or IT service management tools.
• Knowledge of scripting or automation tools for efficiency improvement.

WORKING CONDITIONS/PHYSICAL DEMANDS: 

• Office Environment.

MAJOR DUTIES AND RESPONSIBILITIES:

• Advanced Troubleshooting and Resolution: Tackle complex technical issues escalated from the Tier 1 service desk, including in-depth hardware, software, network, and application troubleshooting.
• Tier 1 Mentorship: Guide Tier 1 analysts in developing their troubleshooting skills, providing technical coaching and support to improve their knowledge and confidence.
• Incident Escalation and Collaboration: Collaborate with Tier 2 support, engineers, and external vendors to resolve complex or high-priority incidents, ensuring timely escalation and effective communication throughout the resolution process.
• Knowledge Management: Proactively contribute to the enhancement of the IT knowledge base through detailed documentation of complex issues, resolutions, and workarounds.
• Root Cause Analysis: Analyze recurring escalated incidents to identify root causes and recommend long-term solutions to prevent future occurrences.
• Process and Procedure Improvement: Identify and suggest improvements to service desk processes and procedures to optimize efficiency and reduce escalations.
• Customer Communication: Manage user expectations and provide clear, professional, and timely updates on escalated issues, maintaining a customer-centric approach.

OTHER DUTIES:
This job description reflects management’s assignment of essential functions. It does not prescribe or restrict the tasks that may be assigned. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.