Senior Analyst

Senior Analyst - End User Services A Senior Analyst, End User Services, provides advanced technical support and problem resolution for end‑users, acting as an escalation point for complex issues that frontline support cannot resolve. This role involves diagnosing and troubleshooting hardware, software, network, and system problems, often requiring in‑depth knowledge of IT infrastructure and applications. The Senior Analyst documents solutions, contributes to knowledge bases, mentors junior analysts, and identifies recurring issues to improve overall service delivery and user satisfaction. They play a critical role in maintaining system uptime and ensuring efficient IT operations. We are an equal‑opportunity employer and do not discriminate based on race, national origin, colour, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law. We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD. Work will be performed in office 1–2 days per week in San Diego, CA. Roles & Responsibilities Triage and troubleshoot complex end‑user support issues Act as escalation resource for L1 Analysts Perform complex User Account Management (UAM) and Identity Access Management (IAM) Take client phone calls from the US and other countries, open Incident or Request tickets Actively monitor the ticket queue, proactively identifying, classifying, and responding to incidents and requests Triage customer calls per specified severity levels Execute first attempt to resolve the customer call Troubleshoot end‑user hardware, operating system and remote access Investigate and troubleshoot technical issues across a diverse range of datacenter and cloud technologies Perform user account management including creation/deletion of user accounts, resetting passwords and group membership Use existing best practice guides, standard operating procedures, and work instructions to guide work Detailed note‑taking of troubleshooting steps performed Fulfill administrative duties to support Service Desk operations, including proper ticket handling, maintaining documentation and adhering to communication Qualifications 5+ years (prefer 6+) Help Desk/Service Desk experience, preferably at the enterprise level Excellent troubleshooting and problem‑resolution skills Ability to think and act independently when faced with a new or undocumented issue Ability to determine whether issues are at local PC, virtual desktop or cloud‑based server/applications Experience with Windows 10/11 OS Adept with Microsoft admin centers and able to complete basic tasks without guidance: 365 Admin Center, Exchange Admin Center, Entra Admin Center, Intune Admin Center Working knowledge of Azure services such as Privileged Identity Management (PIM), Entra ID, Azure Virtual Desktop, virtual machines, and supporting Windows Server OS, Azure/M365, Exchange, Intune, SharePoint, OneDrive, Teams Advanced troubleshooting – ability to determine root cause without assistance or documentation Clear and concise communication skills Confidence and ability to perform all of the above with little to no need for guidance Microsoft Azure Fundamentals certification (AZ‑900) preferred Experience with Google Workspace and/or Slack a plus $31 - $38 an hour Why AHEAD AHEAD builds platforms for digital business by weaving together advances in cloud infrastructure, automation and analytics, and software delivery to help enterprises deliver on the promise of digital transformation. We fuel growth by stacking our office with top‑notch technologies in a multi‑million‑dollar lab, encouraging cross‑department training and development, and sponsoring certifications and credentials for continued learning. USA Employment Benefits Include Medical, Dental, and Vision Insurance 401(k) Paid company holidays Paid time off Paid parental and caregiver leave Plus more See benefits at https://www.aheadbenefits.com/ for additional details. The compensation range reflected in this posting represents the on‑target earnings (“OTE”) for this role, which includes a base salary and any applicable target bonus amount. The OTE range may vary based on the candidate’s relevant experience, qualifications, and geographic location. #J-18808-Ljbffr