Senior IT Analyst - Central Service Desk

Job Summary

The Senior IT Analyst is the senior technical analyst within MPS Central Service Desk, providing advanced remote support, serving as an escalation point for complex end-user issues, coaching other analysts, and strengthening knowledge and service quality. The role supports Microsoft 365, Windows endpoints, identity/access workflows, standard business applications, workstation lifecycle activity, and cross-team troubleshooting while ensuring incidents and requests are resolved with strong documentation and customer communication. 

Job Duties

• Resolve complex incidents and requests escalated from IT Analysts, including endpoint, Microsoft 365, collaboration, authentication, printing, software, peripheral, and remote-access issues within defined support boundaries. 
• Serve as shift/queue escalation lead when the Supervisor is unavailable and help prioritize urgent business-impacting work. 
• Coach IT Analysts on troubleshooting, ticket quality, knowledge use, customer communication, and adherence to standard procedures. 
• Create and maintain knowledge articles, troubleshooting runbooks, standard request instructions, and analyst training materials. 
• Identify recurring incidents and escalate potential problems to the appropriate technical owner with complete evidence and business context. 
• Support workstation provisioning, refresh, replacement, collection, asset reconciliation, and remote deployment activities. 
• Coordinate with Regional IT Site Leaders when hands-on local support is required and ensure remote-to-field handoffs are complete and clear. 
• Support onboarding/offboarding technology tasks and approved access requests according to established authorization and security procedures. 
• Participate in testing new support processes, automation, self-service, endpoint changes, and service improvements before wider rollout. 

Experience and Education

• Associate or bachelor’s degree in IT or related field preferred; equivalent experience considered. 
• Typically 4+ years of enterprise service desk, desktop support, or end-user technology experience. 
• Strong experience supporting Windows endpoints, Microsoft 365, collaboration tools, identity/access issues, remote support, hardware, and common business applications. 
• Experience with ITSM platforms, knowledge management, asset records, and device deployment required. 
• CompTIA, Microsoft, ITIL, or equivalent certifications preferred. 

Competencies/ Skills

• Advanced troubleshooting 
• Customer communication 
• Coaching and informal leadership 
• Knowledge-centered support 
• Ticket quality 
• Prioritization 
• Collaboration across technical teams 
• Attention to asset/control requirements