Sr Technical Service Desk Analyst - ILCM
Core
Provide advanced L2 technical support for end-user computing, applications, and infrastructure issues, including troubleshooting complex incidents and managing escalations.
Role type
Senior L2 Technical Service Desk Analyst
Builds
Stable IT operations and high customer satisfaction for enterprise users
Domain
IT Operations / End-User Computing
Deliverable
client delivery
Required skills
Windows 10/11 administration, Microsoft 365 support, Active Directory and Group Policies, network troubleshooting (TCP/IP, DNS, DHCP, VPN), ticketing tools (ServiceNow, Remedy, Jira, Ivanti), endpoint management (SCCM, Intune, MECM)
Preferred skills
ITIL Foundation Certification, Microsoft Modern Desktop Administrator certification, enterprise environment support experience
Technologies
Windows 10/11, Microsoft 365, Active Directory, Azure AD, Entra ID, SCCM, Intune, MECM, ServiceNow, Remedy, Jira, Ivanti, TCP/IP, DNS, DHCP, VPN, Wi-Fi, Microsoft Teams, Outlook, OneDrive, SharePoint, Exchange
Responsibilities
Troubleshoot and resolve complex hardware, software, OS, and network issues; Administer user accounts, permissions, and group policies; Perform root cause analysis and implement preventive measures; Create and maintain knowledge base articles; Monitor ticket queues and ensure SLA compliance; Provide technical guidance to L1 analysts
Seniority
Senior, hands-on IC (via careerplan.io/jobs/REQ576017-sr-technical-service-desk-analyst-ilcm-at-unisys)