Service Desk Analyst (L2 Escalation)

About the role

Dentsu's Americas Enterprise Technology is looking for a Service Desk Analyst (EUS Technician) for its New York office. The role provides front-line deskside and walk-up support for hardware, software and access issues, including for executives and VIP users. It acts as the L2 escalation tier for the Birlasoft-operated L1 service desk, with deep troubleshooting, device staging and onboarding/offboarding, and coordinates with the Asset Management team. It is an in-office-first, hybrid position.

Key responsibilities

• L2 escalation of tickets from the L1 desk, with hands-on troubleshooting of laptops, peripherals and mobile devices, and clear documentation in ServiceNow
• Prioritize VIP and executive tickets and own the L2 queue's SLA performance
• Prepare, image and configure devices for new hires, and handle offboarding device retrieval and wipe/reissue with Asset Management
• Staff the walk-up Tech Bar and provide same-day resolution for common issues
• Support events, client pitches and executive setups, partnering with AV and facilities teams
• Proactively monitor device health (e.g. via Nexthink) and document knowledge base articles and SOPs

Required profile

• Bachelor's degree in IT, Computer Science or a related field preferred; equivalent experience considered
• 3-5 years of IT deskside support, service desk or end user computing experience
• Hands-on Windows and macOS support, imaging and troubleshooting
• Working knowledge of ServiceNow or a comparable ITSM tool
• Proficiency with Microsoft 365, Intune and Entra ID
• Ability to lift and move equipment and to be on-site full-time

What we offer

• Annual salary of $51,000-$70,000
• Medical, vision and dental insurance, life insurance, and disability coverage
• 401k, flexible paid time off, at least 15 paid holidays, paid sick and safe leave, and paid parental leave