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EP Wealth Advisors · 2 hours ago

Senior Service Desk IT Analyst

Austin, TX

Full-time

Hybrid

Mid, Senior Level

3+ years exp

EP Wealth Advisors is seeking a Senior Service Desk IT Analyst to provide Tier 1/2/3 support for moderate to complex technical issues while ensuring a customer-first approach. The role emphasizes exceptional customer service, clear documentation, and adherence to established processes, with responsibilities including high-touch support for C-Suite users and collaboration with IT teams to resolve technical issues.

Asset ManagementBankingFinancial ServicesLendingProperty ManagementReal EstateSecurity

Responsibilities

Provide Tier 1/2/3 service desk support for moderate to complex technical issues, service requests, and incidents

Deliver high-touch, in-person support for C-Suite/VIP users, ensuring premium customer experience

Serve as an escalation point of contact for users and oversee the delivery of high-quality service to ensure satisfaction

Participate in training and provide ongoing guidance for desktop support associates

Assess and resolve issues related to hardware (laptops, desktops, peripherals), software (Microsoft Office 365, SharePoint, OneDrive, Adobe Acrobat), Active Directory account issues, mobile devices, and other enterprise applications

Fulfill routine end-user requests, resolve service failures, perform routine operational maintenance, and administrative tasks

Strive for first-call resolution on tickets; escalate and assign issues to appropriate support groups when necessary

Utilize the ITSM application for issue and request tracking, ensuring:

All user requests are documented with appropriate tickets

Tickets contain clear, concise notes capturing symptoms, troubleshooting steps, ownership, and next actions

All tickets requiring follow-up receive timely attention within designated SLAs

Maintain organized ticket queues and workstreams to ensure predictable flow and prioritization

Interact with asset management, network services, software systems engineering, applications development, and printer maintenance services to identify, correct, and restore technical problems

Partner with the Service Desk Manager to recommend continuous improvement initiatives that enhance service delivery

Help ensure industry-standard cybersecurity practices are implemented and followed

Collaborate with technology team members, promoting best practices in documentation, communication, and customer service

Collaborate with other IT teams and organizational stakeholders to resolve complex technical issues

Ensure all business activities comply with the EP Wealth Code of Business Conduct

Other duties as assigned

Qualification

ITIL functionsMicrosoft EntraAzure Active DirectoryNetwork administrationWindows operating systemsMacOS knowledgeCustomer service orientationAnalytical skillsProblem-solving skillsOrganizational skills