Job Functions, Duties, Responsibilities and Position Qualifications:

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Position Summary

The Senior Service Desk Analyst (Overnight) is a critical member of the Information Technology team responsible for delivering advanced technical support and ensuring the stability of enterprise technology services during overnight operations. This role serves as a primary escalation point for complex incidents, driving issues through resolution while maintaining exceptional service, communication, and technical execution.

Working independently during overnight hours, the Senior Service Desk Analyst diagnoses and resolves complex technical issues, manages critical incidents, collaborates with cross-functional IT teams, and supports the continuous improvement of service delivery processes. This position plays a key role in maintaining operational continuity through strong technical expertise, sound judgment, proactive issue management, and a commitment to accurate documentation, stakeholder communication, and service excellence.

Location: Dallas, TX (Remote)

Schedule: Sunday through Thursday, 9:30 PM CST to 6:30 AM CST

Full-Time | Benefits Eligible

What We're Looking For

A seasoned IT professional who takes ownership, follows through on commitments, and drives issues to resolution.
A strong communicator who provides timely updates, manages expectations, and builds trust with stakeholders.
Exceptional attention to detail and a commitment to accurate, thorough documentation.
A self-driven individual who can work independently and make informed decisions during overnight operations.
A proactive problem solver who identifies root causes and seeks long-term solutions rather than temporary fixes.
A calm and professional presence during high-priority incidents and escalations.
A collaborative team member who partners effectively across technical and business teams.
A customer-focused professional committed to delivering a high-quality support experience.

Key Responsibilities

Serve as the primary escalation point for complex technical incidents that cannot be resolved through standard support processes.
Take ownership of incidents and service requests from initial engagement through final resolution, ensuring timely follow-up and communication throughout the support lifecycle.
Provide advanced support for desktops, laptops, mobile devices, printers, peripheral equipment, and other end-user technologies.
Diagnose, troubleshoot, and resolve issues related to Windows and macOS operating systems, Microsoft 365, Active Directory, VPN connectivity, enterprise applications, and remote access technologies.
Maintain detailed, accurate, and complete documentation of incidents, troubleshooting activities, resolutions, and escalation efforts within the ticketing system.
Coordinate and collaborate with infrastructure, networking, security, and application support teams to resolve cross-functional issues.
Manage critical and high-priority incidents with professionalism, urgency, and sound judgment.
Conduct root cause analysis for recurring issues and recommend long-term corrective actions.
Monitor ticket queues to ensure service level expectations, response times, and customer satisfaction goals are consistently met.
Create, maintain, and improve technical documentation, knowledge base articles, troubleshooting guides, and support procedures.
Support employee onboarding and offboarding activities, including hardware provisioning, account administration, system access, and equipment deployment.
Identify trends, recurring issues, and opportunities to improve processes, service delivery, and the overall user experience.
Provide technical guidance and knowledge sharing to service desk team members as needed.
Participate in technology projects, system upgrades, software deployments, and continuous improvement initiatives.
Monitor and report on support metrics, customer feedback, and service desk performance trends.
Perform other duties as assigned.

Required Qualifications

5+ years of progressively responsible experience in enterprise IT support, service desk operations, or technical support environments.
Demonstrated experience managing complex technical issues and serving as an escalation resource with minimal supervision.
Strong knowledge of Windows and macOS operating systems, Microsoft 365, Active Directory, VPN technologies, remote support tools, and endpoint management platforms.
Experience working within an enterprise ticketing system such as ServiceNow, Jira Service Management, Freshservice, or similar platforms.
Proven ability to maintain detailed and accurate documentation, including incident records, troubleshooting steps, resolutions, and knowledge base content.
Strong understanding of incident management, problem management, and service delivery best practices.
Excellent verbal and written communication skills with the ability to communicate professionally and effectively with both technical and non-technical stakeholders.
Demonstrated ability to manage multiple priorities, exercise sound judgment, and maintain a high level of ownership, accountability, and follow-through in a fast-paced environment.
Strong customer service orientation with a commitment to delivering an exceptional support experience.

Preferred Qualifications

Bachelor's degree in Information Technology, Computer Science, or a related field, or an equivalent combination of education and experience.
Industry certifications such as ITIL Foundation, CompTIA A+, Network+, Security+, Microsoft certifications, or equivalent.
Experience with Microsoft Intune, SCCM, endpoint security platforms, and device management solutions.
Working knowledge of PowerShell or other scripting and automation tools.
Experience supporting a large, enterprise-level user population.
Experience participating in system implementations, technology deployments, and process improvement initiatives.

Scheduled Weekly Hours:

40

Work Shift:

3rd Shift (United States of America)

Job Category:

Information Technology

Company:

Sonic Healthcare USA, Inc

Sonic Healthcare USA is an equal opportunity employer that celebrates diversity and is committed to an inclusive workplace for all employees. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, age, national origin, disability, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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