Senior IT Service Desk Analyst
pro/source <IT>, Orlando, FL, United States
We are seeking a
Senior IT Service Desk Analyst
to play a key role in delivering advanced IT support and ensuring smooth day-to-day operations across the organization. This position is ideal for a hands-on, senior-level professional who can troubleshoot complex issues, support end users, and act as a bridge between internal teams and external IT service providers. You will also have the opportunity to mentor junior team members and contribute to ongoing IT improvements and projects. Key Responsibilities
Provide Tier 1, Tier 2, and Tier 3 technical support across the organization Administer and manage
Microsoft Intune
for device management and security compliance Manage
Microsoft 365 and Exchange , including onboarding/offboarding and user administration Configure, image, and deploy laptops, desktops, and mobile devices Troubleshoot hardware and software issues (including BIOS-level troubleshooting) Support and maintain
Windows Server environments , Active Directory, and Group Policy Provide remote support using tools such as Dameware or similar Maintain and manage IT service management (ITSM) systems aligned with ITIL best practices Document technical issues, resolutions, and processes Collaborate with IT leadership and external service providers to resolve escalated issues Participate in IT projects such as system upgrades, migrations, and process improvements Ensure compliance with internal security policies and procedures Required Qualifications
5+ years of experience in IT support or service desk environments (Level 2–3) Strong experience with
Microsoft 365 (O365)
full suite Hands-on experience with
Microsoft Intune
(endpoint management, updates, deployments) Experience with
Microsoft Exchange
(user lifecycle management) Experience with
Windows Server , Active Directory, and Group Policy Knowledge of networking fundamentals and troubleshooting Strong customer service and communication skills Ability to manage multiple priorities in a fast-paced environment Preferred Qualifications
Experience with
Azure cloud technologies and security practices Familiarity with ITSM tools (e.g., Service Desk platforms, CMDB, asset management) Experience with
Power BI
or scripting (Batch or similar) Experience writing IT policies and procedures Knowledge of CI/CD, automation, or process improvement initiatives Industry certifications (e.g., CompTIA A+, Microsoft certifications) Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience)
#J-18808-Ljbffr
Senior IT Service Desk Analyst
to play a key role in delivering advanced IT support and ensuring smooth day-to-day operations across the organization. This position is ideal for a hands-on, senior-level professional who can troubleshoot complex issues, support end users, and act as a bridge between internal teams and external IT service providers. You will also have the opportunity to mentor junior team members and contribute to ongoing IT improvements and projects. Key Responsibilities
Provide Tier 1, Tier 2, and Tier 3 technical support across the organization Administer and manage
Microsoft Intune
for device management and security compliance Manage
Microsoft 365 and Exchange , including onboarding/offboarding and user administration Configure, image, and deploy laptops, desktops, and mobile devices Troubleshoot hardware and software issues (including BIOS-level troubleshooting) Support and maintain
Windows Server environments , Active Directory, and Group Policy Provide remote support using tools such as Dameware or similar Maintain and manage IT service management (ITSM) systems aligned with ITIL best practices Document technical issues, resolutions, and processes Collaborate with IT leadership and external service providers to resolve escalated issues Participate in IT projects such as system upgrades, migrations, and process improvements Ensure compliance with internal security policies and procedures Required Qualifications
5+ years of experience in IT support or service desk environments (Level 2–3) Strong experience with
Microsoft 365 (O365)
full suite Hands-on experience with
Microsoft Intune
(endpoint management, updates, deployments) Experience with
Microsoft Exchange
(user lifecycle management) Experience with
Windows Server , Active Directory, and Group Policy Knowledge of networking fundamentals and troubleshooting Strong customer service and communication skills Ability to manage multiple priorities in a fast-paced environment Preferred Qualifications
Experience with
Azure cloud technologies and security practices Familiarity with ITSM tools (e.g., Service Desk platforms, CMDB, asset management) Experience with
Power BI
or scripting (Batch or similar) Experience writing IT policies and procedures Knowledge of CI/CD, automation, or process improvement initiatives Industry certifications (e.g., CompTIA A+, Microsoft certifications) Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience)
#J-18808-Ljbffr