Our Client is seeking an experienced Help Desk Analyst III to serve as the senior technical escalation resource within the IT Support organization. This role is responsible for resolving complex end-user issues, mentoring junior support staff, improving Help Desk processes, and partnering with infrastructure and security teams to enhance operational efficiency. The ideal candidate combines advanced technical troubleshooting expertise with strong leadership and customer service skills.
Responsibilities:
- Serve as the Tier 3 escalation point for complex incidents and service requests
- Troubleshoot Windows 11, macOS, iOS, Android, Microsoft 365, Microsoft Teams, OneDrive, SharePoint Online, VPN, MFA, Active Directory, and Microsoft Entra ID issues
- Perform root-cause analysis for recurring and high-impact problems and drive preventative solutions
- Analyze ticket trends and collaborate with Infrastructure, Security, Network, and Database teams on remediation efforts
- Mentor and provide technical guidance to Tier 1 and Tier 2 support staff
- Review ticket quality and promote best practices in customer service and incident resolution
- Assist with queue management, incident prioritization, and escalation coordination
- Create and maintain knowledge base articles, runbooks, and standard operating procedures
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or related field; equivalent experience considered
- 6+ years of IT support experience, including at least 2 years in a senior, Tier 3, or escalation-focused support role
- Advanced Windows 11 troubleshooting experience, including registry, event logs, Group Policy, BitLocker, drivers, and user profiles
- Hands-on administration of Microsoft 365 services, including Exchange Online, Teams, OneDrive, and SharePoint Online
- Experience supporting Active Directory and Microsoft Entra ID environments, including MFA, Conditional Access, user provisioning, and authentication troubleshooting
- PowerShell experience for administration and automation tasks
- Experience with endpoint management tools such as Microsoft Intune, SCCM, or similar platforms
- Experience with endpoint security solutions such as Microsoft Defender, CrowdStrike, Cortex XDR, or comparable tools
- Working knowledge of macOS in an enterprise environment
Preferred Certifications:
- CompTIA A+, Network+, or Security+
- Microsoft Certifications (MD-102, Endpoint Administrator Associate, AZ-900, SC-300)
- Apple Certified Support Professional (ACSP)
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