Job Title: Senior IT Service Desk Analyst

Work Location: Bucks County, Pennsylvania

Summary:

The Senior IT Service Desk Analyst acts as a technical expert and key member of the IT support team, responsible for resolving advanced technical issues, managing ITSM tools, and ensuring compliance with regulatory standards. This role is crucial for supporting and scaling IT operations as the organization grows.

Responsibilities:

• Oversee the entire IT support lifecycle, performing advanced troubleshooting and root-cause analysis to minimize recurring issues.
• Manage secure provisioning and de-provisioning of user accounts, ensuring efficient and accurate handling of sensitive offboarding requests.
• Ensure all service desk activities comply with HIPAA, FEDRAMP, and CMMC Level 2 standards.
• Serve as the main escalation point for complex technical problems, providing mentorship and guidance to junior IT staff.
• Maintain and troubleshoot a diverse range of hardware, including MacOS, Windows 11, iOS, and Debian workstations.
• Develop and update Standard Operating Procedures (SOPs) for troubleshooting, network stability, and security protocols.
• Utilize ITSM and device management tools such as Intune, Apple Business Manager, and other MDM solutions within hybrid cloud and mobile environments.
• Communicate complex technical concepts clearly to non-technical stakeholders, including executive leadership.

Qualifications:

• 3-5+ years of experience in IT support or systems administration, with demonstrated senior-level technical expertise.
• Hands-on experience working within HIPAA, FEDRAMP, and/or CMMC Level 2 compliance frameworks.
• Expert knowledge of Debian/Windows server and workstation commands, MacOS, and enterprise network management.
• Extensive experience with Intune, Apple Business Manager, and/or other MDM products in hybrid Microsoft Cloud and iOS/Android environments.
• Exceptional communication skills for translating technical information to non-technical audiences.
• Bachelor’s degree in ISM/MIS, Computer Science, or equivalent professional certifications (e.g., Network+, Security+).

Published Category: Technology & Data & AI Solutions