Realty Income aims to be a globally recognized leader in the S&P 100, committed to creating long-term value for all stakeholders. These stakeholders include our dedicated team members, who embody our purpose: building enduring relationships and brighter financial futures. This guiding principle serves as a beacon for our team, influencing every action we take.
Realty Income’s employees consistently invest their time, commitment, and dedication into the company, and in turn, they receive investment returns in the form of purpose, belonging, and opportunities for advancement.
Realty Income is committed to best-in-class corporate responsibility practices through environmental initiatives, governance programs, and community outreach projects. From the boardroom to the breakroom, our team members make a difference every day.
Position Overview:
The Senior Service Desk Analyst plays a key role in overseeing the day-to-day operations of the Service Desk, ensuring high-quality support and efficient issue resolution. This role serves as an escalation point for Tier 1 analysts and acts as the primary liaison for the IT Service Desk Manager. The Senior Service Desk Analyst also executes IT employee onboarding and offboarding processes and provides support across various technologies.
Key Responsibilities:
Team Coordination
- Lead and coordinate Service Desk Analysts to ensure end-user expectations are met.
- Act as the first point of escalation for Tier 1 Analysts and support complex issue resolution.
- Act as the primary contact for the IT Service Desk Manager for all day-to-day service desk operations.
- Collaborate with IT teams and cross-functional departments such as People Success, Facilities, and Talent Acquisition to facilitate smooth employee onboarding, offboarding, and role transitions.
- Foster and maintain strong working relationships with end-users and IT staff to promote effective communication and support.
Issue Resolution
- Manage IT service desk tickets, ensuring timely issue assignment and resolution, with detailed documentation for each ticket in ServiceNow and IT Glue.
- Oversee daily unassigned ticket queues and maintain regular communication with end-users throughout ticket lifecycles.
- Provide primary support for end-users and document solutions in ServiceNow.
- Support and manage AV systems, including MS Teams Rooms, Crestron setups, and various audio and microphone configurations.
- Work with third-party vendors as needed to resolve incidents.
Workflow Management
- Manage the new hire, transfer, and termination workflows as necessary.
- Utilize and support Microsoft Intune for endpoint management, including security baselines, Autopilot deployment, and device administration.
- Maintain O365 Admin Center for user management, device roles, and security compliance tasks.
- Troubleshoot user-reported networking issues, leveraging Cisco Meraki systems.
Support and Assistance
- Assist other IT teams as directed by the IT Service Desk Manager to enhance team efficiency.
- Support audio/video conferencing systems and corporate communication tools.
- Provide white-glove service for local and remote staff to ensure exceptional customer satisfaction.
- Assist in automating recurring processes to improve efficiency.
- Follow industry trends and suggest technology upgrades that align with the organization’s strategy.
Performs other duties as assigned.
Qualifications:
Education and Experience:
- Bachelor’s degree in Computer Science, Information Systems, or a related field is desirable; additional experience will be considered in lieu of a degree.
- Minimum of 5 years of direct work experience in an IT Help Desk or Service Desk role, encompassing comprehensive hardware and software support.
- 1-2 years of supervisory or team leadership experience preferred.
- Experience managing full lifecycle hardware and software projects, large-scale system deployments, and IT initiatives.
- ITILv4 Certification preferred.
- A+, Network+, or Security+ certifications preferred.
- Publicly traded company experience with an understanding of SOX compliance is a plus.
Knowledge, Skills, and Abilities:
- Proficiency in Microsoft Windows, Office applications, and endpoint management tools such as Microsoft Intune.
- Experience with O365 administration, AzureAD, Exchange, and endpoint security management.
- Familiarity with networking troubleshooting, particularly using Cisco Meraki systems.
- Proficiency in ServiceNow for ticketing and process documentation, as well as cloud-based documentation platforms like IT Glue or Confluence.
- Strong critical thinking and problem-solving skills.
- Excellent time management and ability to work independently and collaboratively in a team environment.
- Effective verbal and written communication skills, with the ability to present confidently to large audiences.
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Ability to deliver high-quality support in a fast-paced, white-glove service environment.
What you will get in return:
The hourly rate for this role is in the range of $29.63 - $43.52 ($61,640 - $90,504). You may be eligible for an annual discretionary bonus and an annual discretionary stock award, (dependent on date of hire) to be discussed during the initial phone interview. Base salary and total compensation package determined by the candidate's experience, knowledge, education, skills, performance, and abilities, as well as internal equity, company performance, and alignment with market data.
Most US based full-time and part-time roles come with flexible schedules. We offer a best-in-class benefits package that includes healthcare, dental, and vision insurance for employees and eligible dependents. Our 401(k)-retirement plan has a company match of 50% up to 6% of eligible compensation. Realty Income also offers other wellness, financial, and work/lifestyle-specific benefits, along with 8.66 PTO hours every month; in addition to 12 paid holidays, and paid volunteer time. Realty Income’s purpose is to build enduring relationships and brighter financial futures, and this starts with you!
