Sr. IT Service Desk Analyst

About Rimini Street, Inc. Rimini Street, Inc. (Nasdaq: RMNI), a Russell 2000® Company, is a proven, trusted global provider of end-to-end, mission-critical enterprise software support, managed services and innovative Agentic AI ERP solutions, and is the leading third-party support provider for Oracle, SAP and VMware software. Our comprehensive portfolio of unified solutions help run, manage, support, customize, configure, connect, protect, monitor, and optimize enterprise application, database and technology software, enabling our clients to achieve better business outcomes, significantly reduce costs and reallocate resources towards strategic projects. The Company has signed thousands of contracts with Fortune Global 100, Fortune 500, midmarket, public sector and government organizations who selected Rimini Street as their trusted, proven mission-critical enterprise software solutions provider and achieved better operational outcomes, realized billions of US dollars in savings and funded AI and other innovation investments. We are actively seeking a Sr. IT Service Desk Analyst. The role will report directly to the Manager, IT Service Desk . This is a hybrid position that requires 3 days a week in our Las Vegas, NV office. Position Summary The Sr. IT Service Desk Analyst is a senior, highly independent IT support professional responsible for delivering consistent, high-quality end-user support and helping maintain strong operational performance in a 24x7 service desk environment. This role serves as a senior escalation point for complex incidents and service requests, drives work to resolution within defined SLAs, and proactively improves service desk operations through reporting, documentation, training, and small-to-mid-sized projects. The ideal candidate is self-directed, customer-focused, and comfortable taking initiative with minimal oversight while partnering effectively across IT teams to restore service quickly and prevent recurring issues. Essential Duties and Responsibilities Senior Service Desk Support and Escalation Resolve incidents and service requests received via ticketing tool, phone, and email with a focus on courteous, timely, and effective customer service. Own follow-through on open tickets: monitor progress, communicate updates, and drive issues to resolution within defined SLAs. Act as a senior escalation resource for complex, high-impact, or persistent issues; coordinate with other IT teams as needed to restore service. Ensure accurate ticket documentation including problem description, troubleshooting performed, resolution details, and appropriate categorization. Endpoint, Application, and User Support (Hands-On and Remote) Provide in-person and remote end-user support, including troubleshooting hardware, software, and connectivity issues. Perform hands-on desktop support activities such as installing and upgrading software, installing hardware, configuring systems/applications, and implementing or validating file backup activities. Support Windows and MacBook operating systems and hardware. Support end-user productivity tools including web browsers (Chrome, Firefox, Safari) and Microsoft 365 apps with Copilot (Outlook, OneDrive, Word, Excel, PowerPoint, Teams), as well as workstation backup software. Support VDI environments in AWS Workspaces and thin clients running Windows IoT. Identity and Access Support Maintain and audit Active Directory user and computer accounts, access, and groups. Support offboarding activities as required, including removing access to applications and Active Directory groups in alignment with internal processes. Service Desk Reporting, Trend Analysis, and Continuous Improvement Create and maintain ServiceNow reports for tracking and measuring incidents and service requests; communicate trends and insights to stakeholders as needed. Identify recurring issues and recommend improvements to reduce repeat tickets and improve end-user experience. Contribute to documentation and process improvements that increase consistency, quality, and speed of resolution. Training, Enablement, and Knowledge Improvement Identify, recommend, develop, and deliver end-user training initiatives to improve self-sufficiency and reduce common ticket drivers. Contribute to knowledge content (procedures, FAQs, how-to guidance) to support operational consistency and shift-left/self-service practices where appropriate. Compliance and Process Adherence Follow internal IT processes and procedures aligned to ITIL, ISO 27001, QMS 9000, and other applicable compliance frameworks. Additional Responsibilities Collaborate with other departments to identify and/or procure software for internal staff. Routinely assess the environment against technology trends and make recommendations as appropriate. Provide coverage for IT personnel as requested (including filling shifts, supporting absences, or supporting workload spikes). What Success Looks Like High ownership and responsiveness: tickets are progressed consistently, updates are clear, and SLAs are met. Strong escalation handling: complex issues are coordinated effectively across IT teams and resolved with solid documentation. Improved service quality: reporting and trend analysis lead to measurable improvements (fewer repeat tickets, faster resolution, better user experience). Proactive contribution: the analyst independently identifies improvements, drives small projects, and strengthens documentation/training with minimal direction. Experience 5 years of IT experience supporting workstation computers on Windows and Mac platforms. Demonstrated progressive experience leading work in a technical support environment (mentoring, acting as escalation, coordinating work, or supervising). Experience supporting an environment of at least 500+ employees. Experience working in a team-oriented, collaborative environment. Skills and Competencies Strong customer service mindset with excellent troubleshooting and problem-solving skills. Exceptional written and verbal communication skills. Strong knowledge of end-user productivity tools and workstation applications (Microsoft 365, OneDrive, Teams, browsers). Ability to prioritize and execute effectively in a high-pressure environment. Self-directed and proactive: able to take initiative, work independently, and drive tasks/projects to completion with little support. Strong judgment and accountability when handling escalations, sensitive access requests, and operational priorities. Preferred Qualifications Working knowledge of ServiceNow administration and reporting. Relevant certifications (ITIL, MCSA, MCSE, or other applicable IT certifications). Location Hybrid - Las Vegas HQ Why Rimini Street? Rimini Street Inc. is an affirmative action-equal opportunity employer and complies with all applicable Federal, State, and Local Laws regarding recruitment and hiring. Qualified applicants are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, citizenship status, disability, protected veteran status, or any other category protected by applicable Federal, State, or Local laws. Rimini Street Inc. offers a comprehensive compensation and benefits package to employees. Compensation is based on role, location, and level of applicable experience. Rimini’s target pay for each position is available upon request during the applicant’s Interview process. The general salary range for this type of role is 61k - 91k depending on skills and experience. Benefits for US employees include: Medical, Dental, and Vision insurance Disability insurance Paid Parental Leave 401(k) program Generous Paid time off (PTO) We are looking for talented, passionate people to help us build our future at Rimini Street . We hire only the best, the most extraordinary professionals and provide compensation, bonuses, and benefits to match the skills of our top-performing team members. Do you thrive in a fast-paced environment, enjoy growing together, and get excited about learning new skills? Are you looking for an opportunity to make a true impact as part of a team of extraordinary professionals? This is the place for you. Our work is challenging and meaningful. We start and end each day with a sense of achievement and purpose guided by our core values, the Four Cs: Company We dream big and innovate boldly. Colleagues We work with extraordinary people who create a culture of mutual respect and collaboration. Clients We relentlessly pursue solutions that help clients achieve their goals. Our unmatched client care is rooted in our passion for exceptional service. Community We believe in leaving the world a better place than we found it. With the Rimini Street Foundation, we’ve made positive impacts in six continents for over 425 charities. Accelerating Company Growth Nasdaq-listed under ticker symbol RMNI since October 2017 Over 6,300+ signed contracts to date, including Fortune 500 and Global 100 companies Over 2,000 team members in 23 countries US and international recognition for industry leadership and philanthropic efforts. See all of our awards and recognitions here: https://www.riministreet.com/company/awards/ Rimini Street is committed to creating a diverse and inclusive environment and is proud to be an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, national origin, sexual orientation, gender or gender identity, disability, protected veteran status, or any other characteristic protected by law. To learn more about how Rimini Street is redefining the enterprise software support industry, visit http://www.riministreet.com Please Note: Rimini Street does not accept resumes submitted by recruiting/staffing firms unless specifically requested by Human Resources. Unsolicited resumes will be ineligible for referral fees.