Senior Digital Workplace Support Analyst at Flexential in CO - Denver Corp

Job description

• The Senior Digital Workplace Support Analyst is the senior technical support expert for the employee technology experience across a Microsoft based, cloud first environment. Working within a modern support model built on AI driven engagement, automation, and seamless user interaction, this role focuses on resolving complex technical issues that extend beyond automated and standardized support workflows.
• The Senior Analyst owns complex issues end to end across Microsoft 365, collaboration, conferencing, and end user devices, delivering high-quality support to all employees including executives and VIPs. Beyond issue resolution, the role improves the digital workplace experience by strengthening knowledge and self-service, enabling automation and AI capabilities, and mentoring Service Desk staff. The Senior Analyst partners with engineering, identity, and infrastructure teams.

Responsibilities

• Service Desk and ITSM
• Serve as a senior point of resolution for complex incidents and requests, and as a first escalation tier for the Service Desk team.
• Exercise independent judgment in determining appropriate resolution paths and escalate issues requiring broader organization authority or specialized engineering expertise.
• Apply ITIL practices across incident and request management in ServiceNow, with accurate, complete, and timely documentation.
• Lead or coordinate major incident response and conduct root cause analysis to restore service quickly and prevent recurrence.
• Drive issues through completion by managing dependencies, stakeholder communications, and action items until closure.
• Track and report on SLA attainment, resolution metrics, and ticket trends, and surface data driven recommendations for improvement.
• Identify recurring issues and contribute to problem management and knowledge improvements that reduce repeat tickets.
• Analyze service trends, operational data, and user experience feedback to identify improvement opportunities and provide recommendations to management.
• Investigate root causes of recurring issues and implement sustainable fixes where appropriate.
• Onboarding and Offboarding
• Execute new hire onboarding and termination workflows, including account setup, device readiness, and access changes.
• Coordinate provisioning and deprovisioning across identity, licensing, and device platforms for a smooth day one and clean exit.
• Device Support and Standards
• Support modern device provisioning through Microsoft Intune and Windows Autopilot, including enrollment and basic configuration and compliance checks.
• Follow established hardware standards and device lifecycle processes and escalate configuration or engineering changes to the appropriate engineering or infrastructure team.
• Workstation Patching
• Monitor patch and update compliance on end user devices and perform remediation on non-compliant machines.
• Escalate systemic patching or compliance gaps to the appropriate engineering team.
• Security and Compliance
• Apply and support endpoint security and compliance policies, including MFA and conditional access, in partnership with Information Security.
• Support device compliance and follow endpoint hardening and Zero Trust principles in day-to-day support and provisioning.
• Video Conferencing Platform
• Support conference room and video conferencing technology, including Teams based rooms and associated audio and video hardware.
• Perform readiness checks on room systems, microphones, displays, and remote audio ahead of key meetings and events.
• Executive, VIP, and Event Support
• Deliver white glove technical support to executives and VIP users with ownership, responsiveness, and discretion.
• Provide onsite and direct support for company events, town halls, and live presentations.
• Build and maintain effective working relationships with leaders, managers, and key stakeholders to ensure successful support outcomes and a high-quality employee experience.
• Microsoft Collaboration and Productivity
• Provide expert support across Microsoft 365, including Teams, Exchange Online, SharePoint Online, and OneDrive.
• Troubleshoot everyday identity and access issues in Microsoft Entra ID, including MFA, sign in, and permissions.
• Software Licensing Support
• Support software provisioning and license assignment across M365 and enterprise applications, maintain accurate usage data, and provide reporting and analysis to support operational decision-making.
• Adoption, Knowledge, and Continuous Improvement
• Support adoption of new digital workplace tools, including Microsoft Copilot, through enablement, training, and change communications.
• Create and maintain clear knowledge base articles and runbooks that support reuse across support channels and AI experiences.
• Use AI enabled support tools to improve efficiency, and mentor Service Desk staff to raise overall technical capability.
• Provide ongoing coaching, technical guidance, and knowledge sharing to Service Desk analysts to improve team effectiveness and technical capability.
• Identify operational inefficiencies and coordinate implementation of approved process and service improvements across support and technology teams.
• Lead small operational initiatives requiring coordination among technical teams, vendors, and business stakeholders.
• Cross-Functional Coordination and Operational Ownership
• Coordinate activities across technical teams, vendors, and business stakeholders to support operational initiatives and service improvements.
• Serve as the primary point of coordination for initiatives that require participation from multiple groups but do not require formal project management resources.
• Monitor progress, manage dependencies, and ensure assigned initiatives are completed successfully.
• Evaluate operational challenges and evaluate practical solutions that improve quality, efficiency and employee experience.

Requirements

• Experience
• 3 to 5 years of IT support or service desk experience, with demonstrated growth into senior or second level support.
• Strong troubleshooting expertise across Microsoft 365, Windows endpoints, and everyday identity and access issues.
• Working experience with endpoint management tools such as Microsoft Intune for device support and compliance checks.
• Experience with ITSM tools, preferably ServiceNow, and with ITIL based incident and request management.
• Understanding of networking fundamentals, including DNS, DHCP, VPN, and connectivity troubleshooting.
• Associate or Bachelor's degree in Information Technology or a related field, or an equivalent combination of education and experience.
• Working knowledge of Windows and macOS endpoints, device provisioning, and software deployment.
• Excellent written and verbal communication skills with a strong customer focused mindset.
• Certifications
• MD-102: Microsoft 365 Certified: Endpoint Administrator Associate.
• SC-300: Microsoft Certified: Identity and Access Administrator Associate.
• AB-900: Microsoft 365 Certified: Copilot and Agent Administration Fundamentals.
• ITIL 4 Foundation.
• Familiarity with Windows Autopilot and Apple Business Manager or equivalent enrollment technologies.
• Experience supporting Teams Rooms or modern video conferencing environments.
• Working PowerShell scripting ability for troubleshooting, reporting, and light automation.
• Familiarity with AI enabled support, virtual agents, or chatbot platforms.

Skills

Preferred

• ITIL 4 Foundation

Benefits

• • Medical, Telehealth, Dental and Vision
• • 401(k)
• • Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)
• • Life and AD&D
• • Short Term and Long-Term disability
• • Flex Paid Time Off (PTO)
• • Leave of Absence
• • Employee Assistance Program
• • Wellness Program
• • Rewards and Recognition Program
• Benefits are subject to change at the Company's discretion.
• Annualized salary range offered for this position is estimated to be $80,000 - $90,000. However, the actual pay range depends on each candidate’s experience, location, and qualifications.
• Discretionary annual bonus, based on personal and company performance.