Senior IT Service Desk Analyst

Senior Service Desk Analyst | YMCA Association | $20.29–$27.05/hr | Full-time (M–F)

At a glance:
The YMCA is seeking a Senior Service Desk Analyst to join our team. This senior-level individual contributor role leads advanced technical support and serves as the primary escalation point for complex, high-impact, and security-sensitive incidents. This position offers competitive pay, a comprehensive benefits package, earned time off, and opportunities to mentor others while driving service excellence through automation and continuous improvement.

Schedule:
• Full-time, Monday–Friday
• Standard business hours (flexibility required based on support needs)

In-Person Attendance Requirement:
Candidates must be located within reasonable commuting distance and able to adjust their schedule as needed to support regular, often daily, in-person collaboration.

The salary range for this position is at $20.79 - 27.05 hourly.  We take into consideration an individual’s background and experience in determining salary; therefore, base pay offered may vary considerably depending on job-related knowledge, skills, and experience.  The compensation package includes a wide range of other benefits and earned time off that vary depending on part-time or full-time status.

1.  Job Summary: 

The Senior Service Desk Analyst is an individual contributor responsible for advanced technical support, security-aware service delivery, and full ownership of escalated incidents. This role serves as the primary Level 2 escalation point for complex, high-impact, and security-sensitive issues, ensuring incidents are resolved efficiently, securely, and with clear accountability. The position is also expected to provide technical leadership, mentor peers, and responsibly leverage automation and AI-assisted tools to improve service quality and operational maturity. 

2.  Essential Functions: 

•     Primary owner for Level 2 and complex service desk escalations, taking end-to-end accountability from triage through resolution and documentation.

•     Resolve advanced hardware, software, identity, access, and endpoint issues via phone, email, remote tools, or in person.

•     Apply a security-first mindset to all support activities, including device configuration, access management, and troubleshooting.

•     Identify, document, and escalate potential security incidents or policy concerns in alignment with Information Security procedures.

•     Provide subject-matter expertise and mentorship to Service Desk Analysts, modeling strong troubleshooting, communication, and escalation practices.

•     Create, maintain, and improve knowledge articles, runbooks, and support documentation.

•     Leverage AI-assisted tools and automation responsibly to improve incident resolution speed, consistency, and documentation quality.

•     Identify recurring issues and recommend process improvements to reduce incidents and improve service reliability.

•     Configure, deploy, secure, and support laptops, desktops, mobile devices, and peripherals.

•     Maintain accurate inventory of hardware assets, software licensing, warranties, and lifecycle records.

•     Support hardware refresh cycles and major software upgrades with minimal disruption to end users.

•     Collaborate with Engineering, Security, Vendors, and IT Leadership on cross-functional initiatives and systemic issues.

•     Record all incidents, requests, and resolutions accurately in the ticketing system. 

3.  Relationships: 

This position reports to the IT Service Desk Manager who reports to the Associate Vice President, IT and Security. The incumbent interacts regularly with branch and Association level staff while providing support for computer and network related issues.  

4.  Qualifications:

Required

•     High school diploma or equivalent.

•     Experience providing enterprise service desk or endpoint support with escalation responsibility.

•     Strong troubleshooting skills across Windows operating systems and Microsoft 365.

•     Ability to communicate clearly and professionally in high-impact or executive-facing situations.

•     Strong documentation and knowledge-sharing habits.

•     Proficiency and broad knowledge of MS Office Suite of products including Outlook in an Exchange Online environment.

•     Understanding of networking protocols, topology, and troubleshooting.

•     Ability to adapt to new technologies.

•     Ability to work flexible shifts and to adapt to changing work schedules 

Preferred

•     CMDB experience

•     ITIL Foundations certified

•     Intune experience

•     Bi/multilingual

•     Experience using or supporting AI-enabled IT tools or automation platforms 

5.  Work Conditions: 

•     Must be able to work on a computer for extended periods.

•     Must be able to travel to various YMCA sites throughout the Twin Cities and remote camps.

•     Must be able to respond to emergency situations after normal business hours.

•     Ability to bend, move and lift boxes containing computer hardware up to 50 pounds. 

6.  Additional Notes: 

This job description represents the major functions of the position but is not intended to be all-inclusive. The incumbent is also responsible for taking direction from the IT Service Desk Manager and/or their representatives in completing projects or performing duties deemed necessary for the branch or Association’s success.