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Senior Help Desk Analyst Jobs in Boca Raton, FL (NOW HIRING)

Ghostpunch Games

Senior IT Administrator

Sunrise, FL

$80K - $108K/yr

The Senior IT Administrator will be responsible for providing technical support and project ... The IT Help Desk role offers an exciting opportunity to engage with cutting-edge technologies ...

ChenMed, LLC

Service Desk Manager

Miami, FL · On-site

... analysis, development, and administration of tactical initiatives within that functional area ... Oversees a centralized technical support and help desk team for a wide variety of corporate ...

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Senior Help Desk Analyst information

See Boca Raton, FL salary details

$50.8K

$104.2K

$135.2K

How much do senior help desk analyst jobs pay per year?

As of Sep 9, 2026, the average yearly pay for senior help desk analyst in Boca Raton, FL is $104,240.00, according to ZipRecruiter salary data. Most workers in this role earn between $85,900.00 and $130,000.00 per year, depending on experience, location, and employer.

What does a senior help desk analyst do?

A Senior Help Desk Analyst provides advanced technical support and troubleshooting for computer systems, software, and hardware issues within an organization. They handle complex user problems, mentor junior support staff, and may help develop support procedures and documentation. Additionally, they often serve as an escalation point for issues that cannot be resolved by entry-level help desk technicians. Their goal is to ensure users experience minimal downtime and maintain productivity by quickly resolving IT-related issues.

What are the key skills and qualifications needed to thrive as a senior help desk analyst?

To thrive as a Senior Help Desk Analyst, you need advanced troubleshooting skills, a strong understanding of IT systems, and experience with customer support, often backed by a relevant degree or certifications like CompTIA A+ or ITIL. Familiarity with ticketing systems (such as ServiceNow or Jira), remote support tools, and enterprise software is typically required. Outstanding communication, patience, and a customer-centric attitude are crucial soft skills for resolving complex issues and mentoring junior staff. These competencies ensure timely resolution of technical problems, high user satisfaction, and efficient IT support operations.

What are some common challenges senior help desk analysts face when supporting a large organization, and how can they effectively manage these challenges?

Senior Help Desk Analysts in large organizations often encounter challenges such as handling high ticket volumes, balancing urgent requests, and supporting a wide range of technologies. Effective time management, prioritization skills, and staying updated with the latest tools and processes are essential for success. Collaborating closely with other IT teams and maintaining clear communication with end-users can also help resolve complex issues efficiently and ensure a positive support experience.

What is the difference between Senior Help Desk Analyst vs Help Desk Technician?

AspectSenior Help Desk AnalystHelp Desk Technician
Required CertificationsCompTIA A+, HDI-SCA, ITILCompTIA A+, HDI-SCA (preferred)
Work EnvironmentCorporate IT support, enterprise environmentsHelp desk, technical support centers
Employer & Industry UsageLarge organizations, IT service providersSmall to medium businesses, IT support firms
Common Search & ComparisonHigher-level troubleshooting, escalationBasic support, issue resolution

The Senior Help Desk Analyst typically handles more complex issues, provides mentorship, and escalates problems when necessary. Help Desk Technicians focus on resolving common technical issues and providing first-level support. The senior role requires more experience and certifications, often working in larger organizations, while the technician role is more entry-level and widespread across various business sizes.

What are the most commonly searched types of Help Desk Analyst jobs in Boca Raton, FL?

The most popular types of Help Desk Analyst jobs in Boca Raton, FL are:

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For Senior Help Desk Analyst jobs in Boca Raton, FL, the most frequently searched job titles are:

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The top searched job categories for Senior Help Desk Analyst jobs in Boca Raton, FL are:

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Cities near Boca Raton, FL with the most Senior Help Desk Analyst job openings:

Senior Help Desk Analyst jobs near you

Infrastructure & Networking Manager

Boca Raton, FL • On-site

Shoes for Crews
Apparel and Accessories Stores • 51 - 200 employees
Learn more about Shoes for Crewsexternal

Full-time

Posted 14 days ago

Job description

Infrastructure & Networking Manager (Hybrid � Boca Raton, FL)
Our Mission
Our mission is to keep the workforce safe on the job by providing comfortable, high-quality protective footwear�helping reduce accidents and save money.
About Shoes For Crews, LLC (SFC)
Shoes For Crews is a dynamic designer, manufacturer, and B2B marketer of technologically advanced, top-rated slip-resistant footwear serving the foodservice, hospitality, industrial, and healthcare industries, protecting over 3.5 million workers annually across more than 120,000 workplaces. For over 30 years, we've built our reputation on innovation, proprietary manufacturing, and targeted niche market excellence.
Position Summary
We are seeking a hands-on Infrastructure & Networking Manager to own our cloud and on-premise environment, lead our help desk team, and take full operational responsibility for the networks, systems, and security that power Shoes For Crews.
This role is ideal for someone who:
  • Has deep, hands-on experience administering Microsoft Azure � provisioning and maintaining virtual machines, managing storage, networking, and cloud identity
  • Can own our infrastructure end-to-end, replacing an external managed service provider with in-house expertise and accountability
  • Monitors infrastructure health proactively with network and endpoint tools
  • Understands security controls including endpoint protection, conditional access, firewall policy management, and compliance monitoring
  • Can manage and mentor a help desk team, and step in to provide hands-on technical support when needed
  • Is comfortable administering on-site network equipment � firewalls, switches, and wireless for a small office environment
  • Knows how to manage Microsoft Entra ID, Active Directory, and hybrid identity in a Microsoft-first environment
  • Can develop and execute infrastructure roadmaps, manage budgets, and align technology investments with business objectives
  • Thrives on solving complex infrastructure problems and communicating clearly with leadership and business stakeholders

You will serve as the senior technical leader for all infrastructure operations, ensuring our systems are secure, available, and continuously improving � while keeping the help desk team equipped and running smoothly.
Key Responsibilities
Infrastructure Strategy & Operations
  • Oversee cloud, on-premise systems, networks, storage, and end-user computing across the organization
  • Ensure high availability, performance, scalability, and security of all infrastructure services
  • Develop and execute infrastructure strategy and roadmaps aligned with business objectives
  • Lead cloud modernization and optimization initiatives
  • Establish and maintain disaster recovery, business continuity, and resiliency strategies
  • Manage the infrastructure budget and make data-driven technology investment decisions
  • Define and report KPIs and service performance metrics to IT leadership
  • Collaborate with IT and business teams to align infrastructure capabilities with operational needs
  • Manage third-party vendors and technology service providers

Cloud Infrastructure & Azure Operations
  • Administer and maintain our Azure environment, including virtual machines, storage, backup and recovery, and Azure networking components
  • Manage Azure Virtual Desktop (AVD)
  • Manage Palo Alto Network Virtual Appliances (NVAs) in Azure, including firewall policy administration and security rule reviews
  • Oversee Azure SQL, platform services, and infrastructure cost management including Reserved Instances and spend optimization
  • Conduct periodic disaster recovery testing and maintain current recovery runbooks

Security, Compliance & Monitoring
  • Manage endpoint protection and security tooling including SentinelOne, Zscaler, KnowBe4, and Abnormal Security
  • Administer Conditional Access policies, RBAC, and identity governance in Microsoft Entra ID
  • Manage Microsoft Entra Connect for hybrid identity synchronization across on-premises and cloud environments
  • Evaluate, select, and implement a comprehensive network and systems monitoring platform to provide proactive visibility across cloud and on-site infrastructure, i.e. PRTG, Solarwinds
  • Monitor infrastructure health proactively across Azure services and respond to security incidents

Help Desk Management & End-User Support
  • Manage and mentor the Help Desk / IT Support Specialist, setting priorities, reviewing performance, and supporting their professional development
  • Provide escalation support (Tier 2/3) for complex hardware, software, network, and access issues that exceed help desk scope
  • Step in to provide hands-on help desk support when needed due to volume or staffing
  • Oversee ticketing system operations, ensuring tickets are triaged, tracked, and resolved to SLA
  • Drive continuous improvement in help desk processes, documentation, and self-service capabilities
  • Oversee onboarding and offboarding workflows, ensuring seamless account provisioning and equipment deployment

Networking & On-Site Infrastructure
  • Administer on-site network infrastructure including Palo Alto and Cisco firewalls, switches, and wireless access points
  • Manage firewall rule sets, VLAN configurations, and VPN policies for the office environment
  • Maintain a small on-premises hardware footprint including any physical servers and networking equipment
  • Manage ISP and WAN connectivity, network troubleshooting, and any changes to on-site network architecture

Qualifications & Skills
Technical Expertise
  • 5+ years of hands-on experience administering Microsoft Azure, including VMs, networking, storage, and identity services
  • Proficiency with Microsoft Entra ID / Azure Active Directory and hybrid identity with Entra Connect
  • Hands-on experience with Azure Backup, Recovery Services Vaults, and backup policy management
  • Experience with Palo Alto and Cisco networking hardware (switches, routers, firewalls)
  • Solid networking fundamentals: TCP/IP, VLANs, routing, VPN, and firewall concepts
  • Experience with Zscaler (ZPA/ZIA), SentinelOne, KnowBe4, and Abnormal Security

Leadership & Business Skills
  • Proven ability to manage a team and develop technical staff
  • Experience taking over from or replacing a managed service provider, with the ability to build processes in-house
  • Strong communication skills; able to translate infrastructure complexity into clear language for leadership
  • Proven ability to manage budgets, vendor relationships, and complex technology initiatives
  • Highly organized with strong documentation habits and a proactive approach to operations
  • Comfortable working independently and making sound decisions with appropriate urgency

Experience & Certifications
  • 10+ years of infrastructure or IT operations experience
  • Degree or skills-based certificates in Computer Science, Information Technology, Engineering, or a related field
  • Microsoft Certified Azure Administrator preferred
  • Cloud, ITIL, or security certifications (e.g., AZ-305, PCNSA/PCNSE, CCNA, AZ-500) are a plus

What Makes You Stand Out
  • You don't just keep the lights on � you look for ways to make the environment more secure, reliable, and cost-efficient
  • You're as comfortable reviewing a Sentinel alert as you are mentoring a help desk technician or presenting a budget to leadership
  • You've taken ownership of infrastructure that was previously outsourced and built something better
  • You proactively surface issues and opportunities � leadership hears about problems from you, not from outages
  • You understand that infrastructure is the foundation everything else runs on, and you take that responsibility seriously

Shoes For Crews is proud to be an equal opportunity employer committed to hiring a diverse and inclusive workforce. Shoes For Crews provides equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of sex, sexual orientation, gender (including gender identity and/or expression), pregnancy, race, color, creed, national or ethnic origin, citizenship status, religion, disability, marital status, age, genetic information, veteran status or any personal attribute or characteristic that is protected by applicable local, state, or federal laws.

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