Sr. IT Service Desk Analyst

TL;DR

Sr. IT Service Desk Analyst (System Engineering): Delivering high-quality end-user support and maintaining operational performance in a 24x7 environment with an accent on complex incident resolution and service desk optimization. Focus on driving work to resolution within SLAs, managing endpoint environments, and proactively improving processes through reporting and documentation.

Location: Must be based in or able to commute to Las Vegas, NV (Hybrid: 3 days/week in office)

Salary: $61,000–$91,000

Company

A global provider of mission-critical enterprise software support, managed services, and Agentic AI ERP solutions for Oracle, SAP, and VMware software.

What you will do

• Resolve incidents and service requests via ticketing, phone, and email while maintaining high service standards.
• Act as a senior escalation point for complex, high-impact technical issues.
• Provide hands-on and remote support for Windows and MacBook hardware, software, and connectivity.
• Maintain and audit Active Directory user accounts and access permissions.
• Create ServiceNow reports to track trends and identify opportunities for operational improvement.
• Develop end-user training and knowledge base content to promote self-sufficiency.

Requirements

• 5+ years of IT experience supporting Windows and Mac platforms.
• Demonstrated experience leading work in a technical support environment.
• Experience supporting environments with 500+ employees.
• Strong knowledge of Microsoft 365, OneDrive, Teams, and web browsers.
• Ability to work effectively in a high-pressure, team-oriented environment.
• Must be able to work on-site in Las Vegas 3 days per week.

Nice to have

• Working knowledge of ServiceNow administration and reporting.
• Relevant certifications such as ITIL, MCSA, or MCSE.

Culture & Benefits

• Comprehensive medical, dental, and vision insurance.
• 401(k) retirement program.
• Generous paid time off (PTO) and paid parental leave.
• Collaborative culture focused on mutual respect and innovation.
• Opportunities to contribute to global philanthropic efforts via the hirify.global Foundation.