Help Desk / Service Desk Analyst III

Title: Help Desk / Service Desk Analyst III
Client: Southern Company Services
Location: Birmingham, AL
Contract: 1 Year
Experience: 5 10 Years Preferred
Schedule: Rotating schedule with approximately 3 days per week in the office
Environment: 24x7 Technology Service Desk

Job Summary

We are seeking an experienced Help Desk / Service Desk Analyst III to provide frontline technical support for Southern Company Services.

This role is more than a traditional Help Desk position. The ideal candidate will combine strong technical troubleshooting, excellent customer service, independent decision-making, ownership of issues, and a continuous-improvement mindset. Increasing emphasis is also placed on the ability to work effectively with AI-enabled support tools and modern service-desk technologies.

The analyst will serve as a primary point of contact for business partners requiring issue resolution, service request fulfillment, and support for new events entering the Technology Service Desk.

Key Responsibilities

• Provide frontline technical support to business users in a 24x7 Service Desk environment.

• Troubleshoot hardware, software, network, access, and telecommunications issues.

• Resolve issues during the initial customer contact whenever possible.

• Take ownership of technical incidents from initial contact through resolution or escalation.

• Provide high-quality customer service while maintaining strong technical accuracy.

• Diagnose and resolve issues involving:

  • PCs and desktop hardware

  • Printers

  • Phones and radios

  • Windows operating systems

  • Network connectivity

  • LAN/WAN environments

  • User access technologies

• Support service requests and technology-related events.

• Document incidents, troubleshooting steps, and resolutions accurately.

• Escalate complex issues to appropriate support teams when necessary.

• Make sound technical decisions with limited management direction.

• Manage multiple incidents and priorities simultaneously.

• Build and maintain effective relationships with IT teams and business users.

• Identify opportunities to improve Service Desk processes, troubleshooting practices, and customer experience.

• Leverage AI-enabled support tools and knowledge resources where appropriate.

Required Qualifications

• 5 10 years of technical support, Help Desk, Service Desk, desktop support, or related experience preferred.

• Strong technical troubleshooting and problem-solving skills.

• Demonstrated ability to take ownership of issues.

• Excellent customer-service skills.

• Ability to work independently and make decisions with limited guidance.

• Strong written and verbal communication skills.

• Ability to manage multiple priorities in a fast-paced support environment.

• Strong understanding of IT infrastructure and telecommunications concepts.

• Experience supporting desktop hardware and software.

• Working knowledge of:

  • Windows environments

  • PC configurations

  • Printers

  • Phones and radios

  • Network configurations

  • LAN/WAN technology

  • Access technologies

• Strong analytical and critical-thinking skills.

Preferred Qualifications

• Bachelor's degree in a technology-related field.

• Experience supporting a 24x7 Service Desk or Network/Technology Operations environment.

• Experience with enterprise IT hardware and software configurations.

• Working knowledge of mainframe technology and associated applications.

• Knowledge of telecommunications terminology and transport technologies.

• Experience with Remedy Event Management or similar ITSM/event management platforms.

• Experience using AI-enabled technical support or knowledge-management tools.

• Experience driving continuous improvement within a Service Desk or technical support organization.