About the Role
The Senior Service Desk Analyst provides advanced technical support for end users across the organization, including Windows desktops, laptops, printers, workstations, and mobility devices in a business and manufacturing environment.
This role acts as a Level 1 and Level 2 Service Desk resource, responsible for troubleshooting, diagnosing, and resolving hardware, software, operating system, and connectivity issues.
The position requires strong technical expertise in end-user computing (EUC), Microsoft Windows environments, and enterprise ticketing systems, along with the ability to independently assess business needs and recommend or implement solutions using existing tools and standards.
This role operates with a high degree of autonomy and requires strong communication skills to translate technical issues into clear business language.
What You Will Do
- Install, configure, and maintain end-user technology systems including desktops, laptops, printers, and workstation infrastructure across business units
- Provide Level 1 and Level 2 Service Desk support for troubleshooting hardware, software, operating system, and connectivity issues
- Provision new user workstations, accounts, and necessary system access for new hires and replacements
- Diagnose and resolve moderately complex technical issues, escalating advanced issues to higher-level IT resources as needed
- Support mobility devices including phones, tablets, and other business-critical mobile technologies in a manufacturing and enterprise environment
- Configure systems, hardware, and software to meet business requirements and ensure optimal end-user performance
- Consult with end users and departments to assess technical needs and implement appropriate solutions using existing tools and platforms
- Manage vendor relationships to resolve hardware, software, and service-related incidents
- Apply vendor security updates and patches to ensure compliance with organizational security standards
- Requisition, track, and manage hardware and software assets, including maintaining accurate inventory and deployment records
- Maintain documentation for end-user systems, devices, and support processes; provide training and cross-training where needed
- Work independently to manage Service Desk incidents and maintain SLA compliance for incident response and resolution
- Translate technical issues into clear business language for non-technical stakeholders
- Collaborate with external vendors to resolve incidents and support implementation of new services
- Perform additional duties as required
What You Will Need
- High School Diploma or GED required
- 5+ years of hands-on experience supporting Microsoft Windows desktop operating systems
- 5+ years of experience in an IT support or Service Desk role
- Strong technical experience with hardware, software, patches, and system fixes
- Experience working in enterprise environments with ticketing systems and incident management processes
- Strong troubleshooting skills across hardware, software, and network connectivity issues
- Excellent communication skills with ability to translate technical issues into business terms
- Detail-oriented with strong organizational skills
- Ability to work independently with minimal supervision
- Ability to support on-call rotation (24x7x365 if required)
- Ability to travel up to 20%
A Plus, but Not Required
- Associate or Bachelor’s Degree in Information Technology, Computer Science, or related field
- ITIL Foundation certification
JOIN AN INDUSTRY LEADER! Quality First & Green Always
Sloan is the world’s leading manufacturer of commercial plumbing systems and has been in operation since 1906. We are at the forefront of the green building movement and provide sustainable restroom solutions. We manufacture water- efficient products including flush valves, electronic faucets, soap dispensing and sink systems along with vitreous china fixtures for commercial, industrial and institutional markets worldwide.
Why you’ll love working here:
Inclusive Culture: YOU Belong at Sloan
At Sloan, we are committed to fostering an inclusive and diverse workplace where diverse backgrounds and perspectives are embraced and celebrated. We proudly offer equal employment opportunities regardless of race, color, religion, sex, sexual orientation, gender identity and expression, national origin, disability, age, genetic information, marital status, political affiliation, veteran status, or any other characteristic protected by law.
Growth Opportunities: We invest in our employees’ professional development with ongoing training and career advancement opportunities.
Innovative Projects: Be part of exciting projects that push the boundaries of technology and have make a real difference in the world.
Compensation:
The compensation range for this U.S.-based position is $85,814.64 - $95,209.68 annually.
This position is eligible to participate in the company incentive plan. The terms and conditions of the company incentive plan will be provided to plan participants on an annual basis.
Our compensation range reflects our good faith estimate of what an ideal candidate can expect, but final agreed upon compensation will always be based on the individual candidate’s experience, skills, qualifications, and other job-related or market factors that may prove relevant during the hiring process.
Benefits:
- Comprehensive Health Coverage: Medical (including prescription coverage), Dental, and Vision Insurance, effective the first of the month following your hire date.
- Health Savings Account (HSA): With company contributions for most medical plan options.
- Financial Security: Basic Life, Basic Accidental Death and Dismemberment, Short-term Disability, Long-term Disability, and Accident Insurance.
- Additional Protection: Optional Life, Critical Illness, Hospital Indemnity, Legal, Pet Insurance, and Identity Theft Protection.
- Convenient Commuter Benefits: Save on your daily commute.
- Flexible Spending Accounts: Dependent Care FSA to help manage your expenses.
- Wellness Support: Employee Assistance Plan and Wellness Programs to keep you healthy and happy.
- Retirement Savings: 401(k) Retirement Savings Plan with a company match and immediate vesting.
- Generous Time Off: Paid Holidays, Volunteer Time Off, Paid Time Off, Sick Leave, Military Leave, Parental Leave, Bereavement Leave, and other paid or unpaid state/local leaves where required.
- Work-Life Balance: Hybrid Work Program to support your flexibility.
- Employee Referral Program: Earn rewards for referring great talent.
- Professional Development: Tuition Reimbursement Program to help you grow your skills.
- Community and Networking: Join our Employee Business Groups and connect with colleagues.
We Are Proud Partners with the Chicago Cubs
We are a Legacy Partner of the Chicago Cubs and we are proud to be the organization’s official water efficiency partner! Through this relationship, which includes the naming rights to Sloan Park, the Cubs’ Spring Training facility in Mesa, Arizona, we have had the opportunity to promote our brand and continue our water conservation efforts in the city of Chicago and around the world.
JOIN AN INDUSTRY LEADER!
For additional company information please visit our website at www.sloan.com.
We Are An Equal Opportunity Employer.
Job Type: Full-time
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Tuition reimbursement
- Vision insurance
Work Location: In person
