Senior Service Desk Analyst

Join a Team Focused on People, Service, and Growth

Braden Business Systems is looking for a Senior Service Desk Analyst to play a key leadership role on our Service Desk team. This position is ideal for someone who enjoys mentoring others, solving complex technical problems, and delivering a strong client experience in a Managed Services environment.

You will serve as a steady technical resource for the team, help guide daily operations, and support clients with professionalism and care. This role blends hands on technical work with leadership and collaboration.

What You Will Do

Act as a senior technical resource for the Service Desk team, providing guidance, support, and escalation assistance.

Bring 2 to 4 years of experience in a lead or senior help desk role, with a strong understanding of Service Desk operations.

Work within a Managed Services environment and understand the pace, priorities, and client expectations that come with it.

Manage and work tickets efficiently using a ticketing system, ensuring clear communication and proper documentation.

Support and troubleshoot hardware from vendors such as Dell, Lenovo, and HP.

Administer and support Microsoft Windows operating systems across desktop and server environments.

Assist with Microsoft 365 services, including Outlook, Teams, and related applications.

Troubleshoot basic networking issues involving DNS, switches, firewalls, VPNs, and wireless networks.

Contribute to continuous improvement of processes, documentation, and team standards.

Communicate clearly with clients and internal team members, both verbally and in writing.

Participate in an on call rotation as part of a shared team responsibility.

What We Are Looking For

Proven experience as a Senior Service Desk Analyst or similar role.

Prior experience working for a Managed Service Provider is strongly preferred.

Strong troubleshooting and problem solving skills across hardware, software, and network issues.

Experience with ticketing systems and service workflows.

Familiarity with tools and platforms such as Microsoft 365, Meraki, Ubiquiti, spam filtering solutions, and RMM tools.

A service focused mindset with a consistent record of strong client interactions.

A collaborative approach and a desire to support team success.

What We Offer

A full time role with consistent hours, Monday through Friday, with an on call rotation.

Competitive compensation and benefits.

401(k) with company match.

Health, dental, vision, and HSA options.

Paid time off and referral programs.

A supportive team environment where growth, learning, and accountability are valued.

Ongoing training and opportunities to expand technical and leadership skills.

About Braden Business Systems

Braden Business Systems is a locally owned Managed Service Provider dedicated to delivering dependable, proactive IT support. We partner closely with our clients to help their technology support their business goals.

Our team culture is fast paced, people focused, and rooted in accountability. We invest in our employees through training, support, and clear expectations. Team members who take ownership of their work, communicate well, and care about clients tend to thrive here.

Braden Business Systems is an Equal Opportunity Employer.