Who are we?

LightPath Technologies is celebrating 40 years as a recognized leader in optics and photonics solutions. Serving blue chip customers in the industrial, defense, telecommunications, testing and measurement, and medical industries. LightPath designs, manufactures and distributes optical and infrared components, with multiple locations in the US and around the globe.

Who We’re Looking For:

We have an amazing opportunity for a Senior IT Service Desk Analyst. This position is a pivotal role in providing advanced IT support and ensuring efficient operations across the organization. The Senior IT Service Desk Analyst will manage and resolve complex technical issues, administer key IT systems, and contribute to IT projects in a multi-site environment. 

Benefits For Our Team Members:

We offer a friendly and fun environment, with the opportunity to grow within the company. Located right off 408 in the UCF vicinity in Central Florida Research Park.

• Paid vacation with option to rollover vacation hours and sell hours back to company for payout at full rate
• Paid sick time and 10 paid company holidays
• 9/80 Schedule - every other Friday off
• Medical Insurance; Dental Insurance; Vision insurance available upon hire to eligible employees
• Flexible Spending Account; Health Savings Account
• 401(k) with Employer Match
• Employee Stock Purchase Program
• Employer Paid Life Insurance, and Long-Term Disability
• Opportunity to enroll in optional supplemental insurance policies such as term life, critical illness, accident, death, and dismemberment, and short term disability
• Confidential Employee Assistance Program

Responsibilities:

• Deliver Tier1, Tier 2 and Tier 3 technical support for IT service desk operations.
• Administer and manage Microsoft Intune for device management and security compliance.
• Oversee Microsoft 365 and Exchange Administration, including mailbox setup, troubleshooting, and user management.
• Configure, image, and deploy laptops, desktops, and mobile devices for end-users.
• Maintain and administer the company’s ITSM application, ensuring alignment with ITIL best practices.
• Provide remote support using Dameware or similar tools to assist users across multiple locations.
• Support and maintain Windows Server environments, including Active Directory and Group Policy.
• Troubleshoot and resolve hardware and software issues for laptops, desktops, printers, and other peripherals.
• Act as a key resource in IT projects, such as system upgrades, migrations, and process improvement initiatives.
• Collaborate with IT leadership to ensure IT services meet business needs.
• Maintain detailed documentation of technical issues, resolutions, and procedures.
• Ensure compliance with organizational security policies and procedures.
• Other duties and tasks as assigned.

Knowledge, ability and skills:

• Expertise with Dameware or similar remote support tools.
• Proven experience providing support for multi-site environments.
• Proven ability to manage and administer ITSM applications effectively, including CMDB, IT asset management, change management processes and professional service desk support protocols.
• Solid understanding of ITIL processes and frameworks.
• Strong analytical and troubleshooting skills with a meticulous attention to detail.
• Excellent communication and customer service skills.
• Ability to work independently and manage multiple priorities in a dynamic environment.

Minimum previous experience/qualification:

• Bachelor’s degree in Information Technology, Computer Science, or a related field preferred; equivalent work experience will be considered.
• Industry certifications such as Microsoft Certified: Modern Desktop Administrator Associate, CompTIA A+, or equivalent are required.
• 5+ years of IT support experience in a help desk or service desk environment including proven expertise in computer imaging, configuration, and deployment.
• 5+ Years strong knowledge of Windows Server administration, including Active Director, AZURE M365 and Group Policy. Windows Server 2019 administration certification preferred.
• 3+ years hands-on experience with Microsoft Intune administration for endpoint management. Formal training and certification preferred.
• 3+ years proven proficiency in Microsoft 365 and Exchange Administration. Proven formal training as well as hands-on expertise. Certification preferred.
• 3+ years’ experience with networking, network protocols and troubleshooting.
• 3+ years’ experience with AZURE cloud-based technologies and security practices.
•  3+ years proven proficiency and experience in documentation of IT processes, workflows and KPI’s