Sr. Service Desk Analyst - On-Site

The Role

We are seeking a skilled and motivated Senior Service Desk Analyst to join our IT team. This role serves as an escalation point beyond Level 1 support in the IT ticketing system and is responsible for deploying and maintaining end-user devices as needed, troubleshooting software and hardware issues, supporting network infrastructure, and managing office equipment configurations. The ideal candidate combines strong technical fundamentals with a proactive, resourceful approach to problem-solving. This role is onsite.

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.

Pay and benefits

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

Required Qualifications

• 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 Qualifications

• 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.

Pay and benefits

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)

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

WA Residents $75,000 - $90,000 USD