Job Description

Level: Experienced
Job Location: Torrance CA - Torrance, CA 90503
Position Type: Full Time
Salary Range: $85,000.00 - $100,000.00 Salary/year
Travel Percentage: Up to 25%
Job Shift: Day
Job Category: ITEP Wealth Advisors (EPWA) is a wealth management advisory firm with over $44.1 billion as of March 31, 2026, serving predominately high net worth individuals. EPWA fosters an inclusive environment that offers opportunities for our associates to learn, grow and enhance their skills to take on new challenges to progress in their professional careers.

Summary
As a Senior Service Desk Analyst, you will lead the delivery of timely, high-quality technical support while serving as a primary escalation point for complex incidents and service requests. This role requires a customer-first mindset, strong ownership of workstreams and ticket management, excellent notetaking and documentation practices, and a disciplined commitment to following, maintaining, and improving established processes.
You will mentor junior team members, coordinate effective cross-team handoffs, and partner with technical leads to reduce repeat work through reusable knowledge articles, clear documentation, and efficient runbooks.
We are specifically seeking an emerging leader: someone who is naturally proactive, able to identify gaps in processes and procedures, propose practical solutions, and help drive continuous improvement across the Service Desk. The goal is to hire a high-potential Senior Service Desk Analyst who can take on increasing scope and responsibility and progress quickly into broader leadership opportunities.
Key Responsibilities
Operational Support & Escalation
· Provide Tier 1/2/3 support for endpoints, productivity suites, identity/access, mobile devices, printers, and a portfolio of enterprise applications.
· Deliver high-touch support for executive/VIP users, including in-person assistance as required.
· Act as a trusted escalation contact for junior analysts; own complex tickets through to resolution or proper handoff.
Workstream & Ticket Management
· Maintain clearly organized workstreams and ticket queues in the ITSM tool to ensure predictable flow and prioritization.
· Triage and categorize incoming requests, apply consistent priority and SLA assignments, and perform backlog grooming.
· Ensure all tickets contain concise, accurate, and actionable notes that capture symptoms, troubleshooting steps, ownership, and next actions.
· Coordinate handoffs across network, systems, applications, and vendor teams; ensure tickets are routed and updated in a timely manner.
Documentation & Knowledge Management
· Create, review, and maintain high-quality knowledge base articles and runbooks that enable reproducible, first-time fixes.
· Follow knowledge-management best practices: clear titles, scope statements, step-by-step procedures, screenshots/diagrams where helpful, tagging, version history, and peer review.
· Lead periodic content reviews to retire obsolete content and ensure information remains accurate and discoverable.
Process Adherence & Continuous Improvement
· Follow documented incident, change, and request processes; contribute to process improvements that increase efficiency and reliability.
· Participate in post-incident reviews and contribute well-structured incident notes and root-cause documentation.
· Recommend automation, tooling, or process changes to reduce manual rework and improve service levels.
Customer Experience & Communication
· Communicate clearly and professionally with users at all levels, setting expectations and keeping stakeholders informed of progress.
· Demonstrate empathy, ownership, and a solutions orientation to maximize user satisfaction and minimize business impact.
· Coach other team members on effective communication, documentation, and customer service techniques.
Leadership & Collaboration
· Mentor and provide day-to-day guidance to other service desk staff; promote team standards and best practices.
· Collaborate with security, business applications, network, project management, and asset teams to resolve cross-discipline issues and tasks.
· Support initiatives that improve service reporting, SLAs, and customer feedback mechanisms.

Qualifications

Qualifications & experience
· Associate’s or bachelor’s degree in Information Technology or related field, or equivalent experience.
· 3–5+ years in a service desk or technical support role with progressive responsibility; prior senior or lead experience preferred.
· Practical knowledge of ITIL-aligned functions: Incident, Change, Knowledge, and Asset management.
· Hands-on experience with Microsoft Entra / Azure AD.
· Laptop Provisioning experience using Intune/Autopilot.
· Strong Windows desktop administration skills; macOS skills a plus.
· Familiarity with networking fundamentals, printer services, and common enterprise SaaS applications (Microsoft 365, SharePoint, OneDrive, Adobe Acrobat, Salesforce, Jira, etc.).
· Proven track record using ITSM/ticketing tools to manage queues, SLAs, and reporting.
· Excellent written and verbal communication, superior note-taking and documentation skills.
· Demonstrated customer service excellence and ability to work with executive stakeholders.
· Experience mentoring or supervising junior staff and driving team best practices.
· Proactive, high-potential “emerging leader” mindset — able to spot gaps in process/procedure, recommend improvements, and take on increasing responsibility with the expectation of rapid growth.
· Preferred certifications: ITIL Foundation, CompTIA A+/Network+, Microsoft 365/Endpoint Management certifications.

Compensation: Our base pay $85,000.00 - $100,000.00 (per year)
What We Offer
We offer a highly competitive suite of holistic benefits designed to help our team members balance their personal and professional life commitments. These include options designed to encourage employee's health, happiness, and financial well-being.
- 11 Paid Holidays + 2 floating holidays
- 3 Weeks PTO
- Paid Volunteer Time
- Paid Parental Leave
- Flexible Work Schedule
- Highly subsidized Health, Dental, and Vision Plans
- 401k Retirement Account with company match contributions
- Free Mental Health services, Life Insurance, Long & Short-Term Disability Insurance
- Flexible Spending Accounts and Health Savings Accounts
- Employee Financial Education
- Employee Educational Expense Reimbursement
- Employee Charitable Donations
- Employee Referral Incentives
- Employee Team Building Activities
- Employee Assistance Program
EPWA is an equal opportunity employer. Prospective employees will receive consideration without discrimination because of race, creed, color, sex, gender, gender expression, gender identity, sexual orientation, age, religion, national origin, ancestry, mental disability, physical disability, medical condition, genetic information, marital status, military and veteran status, or any other basis protected by law.