> Markdown version of [/jobs/ext/2898040-senior-it-analyst-central-service-desk](https://www.wearedevelopers.com/jobs/ext/2898040-senior-it-analyst-central-service-desk). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# Senior IT Analyst - Central Service Desk

- **Company:** Maclean Power Systems
- **Location:** United States (Remote available)
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Microsoft Access, Microsoft Windows, User Authentication, Business Software, Collaborative Software, Knowledge Management, Microsoft Software, Remote Access Technology
- **Published:** September 14, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=64ebfd20fb339d92

## About the Role

* Associate or bachelor's degree in IT or related field preferred; equivalent experience considered.
 * Typically 4+ years of enterprise service desk, desktop support, or end-user technology experience.
 * Strong experience supporting Windows endpoints, Microsoft 365, collaboration tools, identity/access issues, remote support, hardware, and common business applications.
 * Experience with ITSM platforms, knowledge management, asset records, and device deployment required.
 * CompTIA, Microsoft, ITIL, or equivalent certifications preferred.

Competencies/ Skills

 * Advanced troubleshooting
 * Customer communication
 * Coaching and informal leadership
 * Knowledge-centered support
 * Ticket quality
 * Prioritization
 * Collaboration across technical teams
 * Attention to asset/control requirements

## Description

The Senior IT Analyst is the senior technical analyst within MPS Central Service Desk, providing advanced remote support, serving as an escalation point for complex end-user issues, coaching other analysts, and strengthening knowledge and service quality. The role supports Microsoft 365, Windows endpoints, identity/access workflows, standard business applications, workstation lifecycle activity, and cross-team troubleshooting while ensuring incidents and requests are resolved with strong documentation and customer communication.
Job Duties

 * Resolve complex incidents and requests escalated from IT Analysts, including endpoint, Microsoft 365, collaboration, authentication, printing, software, peripheral, and remote-access issues within defined support boundaries.
 * Serve as shift/queue escalation lead when the Supervisor is unavailable and help prioritize urgent business-impacting work.
 * Coach IT Analysts on troubleshooting, ticket quality, knowledge use, customer communication, and adherence to standard procedures.
 * Create and maintain knowledge articles, troubleshooting runbooks, standard request instructions, and analyst training materials.
 * Identify recurring incidents and escalate potential problems to the appropriate technical owner with complete evidence and business context.
 * Support workstation provisioning, refresh, replacement, collection, asset reconciliation, and remote deployment activities.
 * Coordinate with Regional IT Site Leaders when hands-on local support is required and ensure remote-to-field handoffs are complete and clear.
 * Support onboarding/offboarding technology tasks and approved access requests according to established authorization and security procedures.
 * Participate in testing new support processes, automation, self-service, endpoint changes, and service improvements before wider rollout.


## Related Videos

- [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure)
- [Open Source: The Engine of Innovation in the Digital Age](https://www.wearedevelopers.com/videos/1103-open-source-the-engine-of-innovation-in-the-digital-age)
- [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing)
- [Blazing Accessibility Basics](https://www.wearedevelopers.com/videos/568-blazing-accessibility-basics)
- [Developer Tools for Microsoft Azure](https://www.wearedevelopers.com/videos/450-developer-tools-for-microsoft-azure)
- [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management)

## Related Articles

- [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)
- [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers)
- [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers)
- [Mastering Remote Work: Tips for Developers](https://www.wearedevelopers.com/magazine/558-mastering-remote-work-tips-for-developers)
- [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs)
- [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology)