This is a remote position.

SUMMARY

The Sr. Enterprise Service Desk Analyst is a senior member of the Service Desk team responsible for resolving complex technical issues, owning escalations, and delivering high-quality, white-glove support to clients. This role serves as the primary escalation point for ESD Analysts and is responsible for driving issue resolution across endpoint, cloud, and core systems. 

In addition to advanced troubleshooting, this role provides mentorship, improves service desk effectiveness, and ensures a consistent, high standard of client experience. 

• Serve as the primary escalation point for ESD Analysts on complex or high-priority issues. 
  
• Own and resolve advanced technical issues, including cross-system and non-standard problems. 
  
• Take ownership of aging, high-impact, or stalled tickets to drive resolution.  
  
• Exercise independent judgment in determining root cause and appropriate resolution or escalation path. 
  
• Act as the final escalation point within the Enterprise Service Desk before engaging engineering teamswhen necessary, ensuring complete context and troubleshooting. 
  
• Communicate clearly with clients on issue status, timelines, and resolution plans.  
  
• Participate in Sr. Analyst on-call rotation as needed. 
  

• Troubleshoot and support:  
  
• Microsoft 365 (Teams, SharePoint, OneDrive, Outlook, Entra ID)  
  
• Active Directory (users, groups, permissions)  
  
• Endpoint management tools (e.g., Intune, device compliance, patching)  
  
• Email security platforms (e.g. Mimecast, Proofpoint, Defender) 
  
• Citrix (e.g. publishing/managing applications, troubleshooting sessions) 
  
• Diagnose and resolve networking issues (DNS, DHCP, TCP/IP, connectivity)  
  
• Troubleshoot virtual environments (e.g. VMware, Hyper-V, Proxmox) from an operational perspective. 
  
• Investigate and resolve escalated system alerts and performance issues.
  

• Provide day-to-day guidance and support to ESD Analysts. 
  
• Assist in prioritizing and managing the service desk queue. 
  
• Review escalated tickets for completeness and troubleshooting quality.  
  
• Promote best practices in troubleshooting, documentation, and client communication. 
  
• Contribute to onboarding and ongoing development of team members.  
  

• Deliver white-glove technical support via phone, email, and remote sessions. 
  
• Maintain accurate and detailed documentation in ticketing and knowledge systems. 
  
• Ensure adherence to SLAs, KPIs, and service delivery standards. 
  
• Identify trends and recurring issues and recommend improvements. 
  
• Participate in process and documentation improvements.
  

• Support troubleshooting efforts involving servers, cloud services, and network infrastructure. 
  
• Collaborate with engineering teams on escalated issues and major incidents.  
  
• Assist with system changes, upgrades, and maintenance activities as needed. 
  
• Support implementation of security measures such as MFA and endpoint protection.
  

Requirements

• Degree in IT or related field (or equivalent experience)  
  
• Relevant certifications (Microsoft, CompTIA, etc.)  
  
• Experience in MSP or client-facing environments 
  
• 5+ years of experience in IT support, service desk, or systems support roles  
  
• Strong troubleshooting skills across endpoint, Microsoft 365, and user environments  
  
• Experience wit  Microsoft 365 ecosystem, Active Directory & identity management, Endpoint management tools (e.g., Intune)  
  
• Working knowledge of networking fundamentals (DNS, DHCP, TCP/IP)  
  
• Exposure to virtualization platforms (VMware/Hyper-V)  
  
• Excellent communication and client service skills  
  
• Strong documentation and process-oriented mindset  
  
• Ability to manage multiple escalations and priorities effectively
  

• Strong ownership mindset and accountability  
  
• Ability to operate independently in complex situations  
  
• Calm and effective under pressure  
  
• Collaborative and team-oriented  
  
• Committed to continuous learning and improvement