The Level 3 Help Desk Analyst is the senior technical resource and final escalation point within the Help Desk, resolving complex end-user issues before escalation to Systems, Network, or Database teams. This role also serves as a leader for Tier 1 and Tier 2 analysts, drives process improvements, and collaborates with Systems and Security teams on organization-wide initiatives.
Monday through Friday 8:00 AM - 5:00 PM
$70k to $75k annually (DOE)
Key Responsibilities
Act as the Tier 3 escalation point for incidents and service requests unresolved by Tier 1 and Tier 2 teams.
Perform advanced troubleshooting across Windows 11, macOS, mobile devices (iOS/Android), Microsoft 365 (Teams, OneDrive, SharePoint Online), VPN, MFA, and identity environments (Active Directory and Microsoft Entra ID).
Conduct root cause analysis for recurring and high-impact issues; identify trends and implement preventative solutions in partnership with cross-functional IT teams.
Mentor and support Tier 1 and Tier 2 analysts by providing technical guidance, reviewing tickets, and promoting high-quality customer service.
Serve as backup to the IT Systems Manager, assisting with ticket triage, queue management, escalation handling, and prioritization during incidents.
Develop and maintain knowledge base articles, runbooks, and standard operating procedures to improve team efficiency and self-service resolution.
Required Qualifications
Bachelors degree in Information Technology, Computer Science, or related field, or equivalent experience.
6+ years of progressive IT/end-user support experience, including at least 2 years in a senior or Tier 3 capacity.
Advanced expertise in Windows 11 enterprise troubleshooting (registry, event logs, group policy, BitLocker, drivers, and user profiles), with working knowledge of macOS in a business environment.
Hands-on experience administering Microsoft 365 (Exchange Online, Teams, OneDrive, SharePoint Online) and hybrid identity environments (Microsoft Entra ID and Active Directory), including MFA, conditional access, and user lifecycle management.
Proficiency in PowerShell scripting for Microsoft 365, Active Directory, and automation tasks.
Experience with endpoint management tools (e.g., Intune, SCCM, NinjaOne) and endpoint security platforms (e.g., CrowdStrike, Cortex XDR, Microsoft Defender), including alert investigation.
Preferred Certifications
(Certifications are not required but strongly preferred; sponsorship available for the right candidate.)
CompTIA A+, Network+, Security+
Microsoft Certified: Endpoint Administrator Associate (MD-102), AZ-900, SC-300
Apple Certified Support Professional (ACSP)