Service Delivery Analyst III

Service Delivery Analyst III
Location: Greensboro, NC
Employment Type: Full-Time
Recruiting Firm: Symbiotic Services

Overview:
Symbiotic Services is seeking a Service Delivery Analyst III to serve as a technical expert and Tier-3 support contact for end users. This role involves handling escalated technical issues, driving root cause analysis, and ensuring the stability and performance of end-user technology across the organization.

Key Responsibilities:

• Act as the primary escalation point for complex technical issues and provide Tier-3 end-user support.
  
• Analyze and resolve advanced technical problems, collaborating with Tier-2 teams and external vendors.
  
• Lead testing, documentation, and validation of new hardware, software, and configurations.
  
• Manage system maintenance, updates, and pilot deployments for end-user devices.
  
• Develop and maintain detailed knowledge base articles to support ongoing IT operations.
  
• Support asset management processes, including device procurement, tracking, and updates.
  
• Guide junior analysts and oversee knowledge transfer and troubleshooting documentation.
  
• Maintain a strong customer service focus while working independently or as part of a cross-functional team.
  

Minimum Qualifications:

• Bachelor’s degree in Information Systems, Information Technology, or a related field.
  
• Minimum of 5 years of relevant IT support or service delivery experience.
  
• Must be 21 years of age or older.
  
• Proficient with Microsoft Office Suite and IT service management tools.
  
• Strong problem-solving, communication, and time management skills.
  

Preferred Qualifications:

• Experience managing devices using Microsoft Intune, Jamf Pro, and Azure Active Directory.
  
• Knowledge of endpoint security tools, Zero Trust architecture, and compliance enforcement.
  
• Familiarity with ITIL or ITSM processes including incident, request, and change management.
  

Work Environment:

• Hybrid work environment with in-office and remote flexibility.
  
• Requires regular computer use, occasional lifting (up to 50 lbs.), and extended periods of sitting or standing.
  

Compensation & Benefits:

• Comprehensive benefits package including medical, dental, vision, life, and disability coverage
  
• 401(k) plan with dollar-for-dollar match up to 6% plus 5% annual company contribution
  
• 15 company-paid holidays and generous paid time off
  
• Casual dress code and summer hours
  
• Education assistance, referral bonuses, and employee recognition programs