Senior Desktop Analyst

Beyond break/fix, this position is expected to reduce recurring work: identifying root cause, engineering permanent fixes, automating repetitive tasks, and mentoring Help Desk and Desktop Analysts so more issues are resolved at first contact. Success is measured by fleet reliability, first-contact resolution rates, deployment quality, and the technical growth of the team.

Tier 3 Support & Escalation

• Serve as the highest level of deskside escalation for hardware, operating system, application, and peripheral issues across all sites.

• Perform advanced root cause analysis on recurring incidents and implement permanent corrective actions rather than repeat fixes.

• Partner with Infrastructure, Cybersecurity, and Enterprise Applications on cross-domain issues involving network, identity, or line-of-business systems.

• Meet or exceed defined service levels and maintain accurate, complete ticket documentation in the IT service management platform.

Endpoint Engineering & Deployment

• Own the standard Windows image and provisioning process, including Windows Autopilot, imaging, driver management, and OS feature updates.

• Administer endpoint management tooling (Microsoft Intune and NinjaOne) — configuration profiles, compliance policies, patching, and remote remediation.

• Package, test, and deploy applications; manage software updates and validate compatibility prior to enterprise release.

• Define and maintain hardware standards, refresh cycles, and end-of-life planning in partnership with the Service Desk Manager.

Microsoft 365 & Security Support

• Support and administer Microsoft 365 services at the endpoint level, including Entra ID device join, Teams, OneDrive, SharePoint, and Outlook.

• Support multifactor and passwordless authentication, conditional access enforcement, and device compliance remediation.

• Apply endpoint hardening standards, encryption, and endpoint protection policies; support security incident response and audit evidence requests.

• Ensure timely patching of endpoints and report on compliance posture to IT leadership.

Documentation, Mentorship & Continuous Improvement

• Author and maintain runbooks, knowledge base articles, and standard operating procedures for the desktop environment.

• Mentor Help Desk Analysts and Desktop Analysts; provide technical coaching, escalation review, and onboarding support for new team members.

• Identify manual, repetitive work and automate using PowerShell, Power Automate, or native platform capability.

• Support IT projects including office openings, migrations, upgrades, and rollouts, contributing planning input and hands-on execution.

• Associate or Bachelor's degree in Information Technology or a related field — or equivalent combination of education and hands-on experience.

• Minimum of 5 years of progressive desktop support experience, including Tier 3 or senior-level escalation responsibility.

• Advanced expertise with Windows 10/11 administration, troubleshooting, imaging, and deployment.

• Hands-on experience with Microsoft Intune, Entra ID, and Microsoft 365 administration.

• Working proficiency with PowerShell for automation, reporting, and remediation.

• Solid understanding of networking fundamentals (DNS, DHCP, VPN, Wi-Fi) as they affect endpoint connectivity.

• Demonstrated ability to document technical work clearly and to communicate effectively with non-technical business users.

• Valid driver's license and ability to travel periodically to regional and field locations.

• Microsoft certifications such as MD-102 (Endpoint Administrator) or MS-102 (Microsoft 365 Administrator).

• Experience with NinjaOne or comparable RMM platforms and with ServiceNow or similar ITSM tooling.

• Experience supporting a distributed construction, utility, or field-services workforce, including ruggedized and mobile devices.

• ITIL v4 Foundation certification or practical experience with formal incident, problem, and change management.

Office-based role with regular deskside support activity and periodic travel to regional and field offices. Requires extended periods of computer use and the ability to lift and move IT equipment up to 50 pounds. Participation in a scheduled on-call or after-hours rotation is required to support maintenance windows and critical incidents.

This job description is intended to describe the general nature and level of work being performed. It is not an exhaustive list of all responsibilities, duties, and skills required. Responsibilities may be modified at any time at the discretion of management. PowerGrid Services is an Equal Opportunity Employer.