Senior Service Desk Analyst, Support (51526)

Citrin Cooperman offers a dynamic work environment, fostering professional growth and collaboration. We're continuously seeking talented individuals who bring a problem-solving mindset, fresh perspectives, and sharp technical expertise. We know you have choices, so our team of collaborative, innovative professionals are ready to support your professional development. At Citrin Cooperman, we offer competitive compensation and benefits and most importantly, the flexibility to manage your personal and professional life to focus on what matters most to you!

We are seeking a Senior Service Desk Analyst, Support, to join our Support team within the Information Technology department. This role is part of a high-performing, unified Service Desk organization focused on delivering reliable, high-quality support, as well as advancing service maturity. They'll operate as the primary escalation point for complex incidents and service requests, as well as provide deeper technical expertise and drive resolution across systems, technologies, and teams. Success in this role requires strong problem-solving skills, cross-functional collaboration, and a proactive approach to continuous improvement.

Responsibilities are, but not limited to

• Serve as the primary escalation point for incidents and service requests beyond Tier 1 capability, taking full ownership through resolution while ensuring SLA adherence.
• Diagnose and resolve complex hardware, software, system, and connectivity issues across endpoints and enterprise environments.
• Perform advanced troubleshooting across Windows/macOS, Microsoft 365, enterprise applications, and endpoint management platforms.
• Investigate and resolve identity and access issues using Active Directory and Azure AD.
• Analyze and troubleshoot network-related issues (VPN, Wi-Fi, DNS, latency, connectivity), coordinating with network teams (as needed).
• Support software deployments, patching issues, and endpoint compliance remediation.
• Collaborate with engineering and vendor teams to resolve cross-functional and high-impact issues.
• Utilize scripting (e.g., PowerShell, Bash) for troubleshooting, task automation, and remediation where applicable.
• Follow and reinforce ITSM processes (Incident, Request, Problem, Change Management), ensuring accurate ticket documentation and updates.
• Maintain thorough troubleshooting documentation, resolution notes, and contribute to knowledge base articles (KBAs).
• Identify recurring issues, support root cause analysis, and contribute to problem management efforts.
• Recommend and support improvements in processes, tools, automation, and overall service delivery.
• Maintain consistent on-site presence, working five (5) days per week in the Philadelphia office, in alignment with Service Desk coverage and operational requirements.

The ideal candidate must:

• Have 3-5+ years of experience in IT support, service desk, or end-user support roles.
• Possess strong technical troubleshooting skills across Windows/macOS, Microsoft 365, networking, and enterprise applications.
• Have experience with identity and access management tools (e.g., Active Directory, Azure AD).
• Be familiar with endpoint management tools.
• Have experience working within ITSM platforms.
• Possess strong analytical thinking and problem-solving abilities.
• Have excellent communication skills with the ability to work across technical and non-technical teams.