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._

The pay range for this position may vary depending on job-related knowledge, skills and experience.

WA Residents

$75,000--$90,000 USD