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Service Desk Analyst III

The Judge Group

Tucker, GA

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JOB DETAILS
SALARY
$50–$60 Per Hour
SKILLS
Analysis Skills, Audioconferencing, Audiovisual, Automation, Coaching, Communication Skills, CompTIA A+, CompTIA Network+, CompTIA Security+, Computer Science, Continuous Improvement, Customer Experience, Customer Relations, Customer Support/Service, Data Processing, Data Quality, Documentation Standards, Enterprise Applications, Establish Priorities, Help Desk, IT Service Management (ITSM), ITIL (IT Infrastructure Library), Identify Issues, Incident Management, Information Technology & Information Systems, Leadership, Mac Operating System, Maintenance Services, Mentoring, Microsoft Product Family, Microsoft Windows Operating System, Mobile Devices, Network Connectivity, OSHA, On Call, Operational Improvement, Problem Solving Skills, Process Improvement, Regulatory Compliance, Reporting Dashboards, Root Cause Analysis, Sarbanes-Oxley Act (SOX), Service Delivery, Service Level Agreement (SLA), ServiceNow, Short Messaging Service (SMS), Standard Operating Procedures (SOP), Technical Support, Trend Analysis, User Interface/Experience (UI/UX), Videoconferencing, Willing to Travel
LOCATION
Tucker, GA
POSTED
Today
Location: Tucker, GA
Salary: $50.00 USD Hourly - $60.00 USD Hourly
Description:
Service Desk Analyst III

Location: On-site - Tucker, GA

Job Type: Contract (12 months, potential conversion)
Level: Senior / Level III

Pay Rate: $50-60/hour (W2)

Job Summary

The Service Desk Analyst III provides senior-level, enterprise IT support with a strong focus on operational excellence, proactive service delivery, and customer experience. This role serves as a primary escalation point, resolves complex and high-impact incidents, and actively drives continual service improvement (CSI) initiatives.

This is a hands-on, customer-facing role designed for experienced service desk professionals who operate beyond reactive help desk support and contribute to measurable improvements in process, performance, and user experience.

Key Responsibilities

Technical Support & Incident Resolution
  • Lead resolution of complex, high-impact incidents across Tier 1-2 support boundaries
  • Serve as a senior escalation point for advanced troubleshooting and root cause analysis
  • Diagnose and resolve issues across Windows and macOS systems, enterprise applications, network connectivity, mobile devices, and AV/conference room technology
  • Identify recurring incident patterns and drive permanent resolution through automation, SOP creation, problem management, or engineering collaboration

Incident Management & ITSM
  • Own the full lifecycle of incidents and service requests, including prioritization, escalation, resolution, and closure in line with SLAs
  • Enforce ITSM processes, data integrity, documentation standards, and audit readiness
  • Use ITSM reporting and dashboards to identify trends, gaps, and service improvement opportunities
  • Reinforce SLA adherence, First Call Resolution (FCR), and consistent categorization/prioritization

Customer Experience & Communication
  • Deliver white-glove, concierge-level support for executives and VIP users
  • Proactively communicate outages, major incidents, and resolution updates to stakeholders
  • Support executive offices and meetings, including AV troubleshooting during high-visibility events

Continuous Improvement & Leadership
  • Own and maintain a Continual Service Improvement (CSI) backlog with measurable outcomes
  • Convert incident resolutions into SOPs and reusable knowledge articles (KCS practices)
  • Mentor and coach other analysts to elevate technical skills, ITSM maturity, and customer experience standards
  • Partner with engineering and infrastructure teams to eliminate recurring issues and improve service stability
  • Support the evolution from reactive help desk operations to a proactive, modern service desk model


Required Qualifications

Education
  • Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or equivalent experience

Experience
  • Minimum 5+ years of progressive IT support experience (6+ years strongly preferred)
  • Demonstrated ownership of complex, high-visibility incidents
  • Proven ability to work independently in fast-paced, enterprise environments
  • Experience using ITSM data, reports, and dashboards to drive operational improvements


Technical Skills

Systems & Devices
  • Windows and macOS enterprise environments
  • Laptops, desktops, mobile devices (iPhone/iPad)
  • AV systems and conference room technology (MS Teams Rooms required)

Tools & Platforms
  • ITSM platforms such as ServiceNow or BMC Helix
  • Microsoft 365 administration and troubleshooting
  • Endpoint management and remote support tools (e.g., Dameware)


Certifications (Strongly Preferred)
  • ITIL Foundation (v3 or higher) - highly important
  • CompTIA A+ (preferred), Network+, or Security+
  • Microsoft Windows / M365 certifications
  • HDI certifications

Note: Formal certifications are required.

Operational Expectations
  • Participation in on-call rotation (including weather-related events if applicable)
  • ~10% in-state travel to local sites
  • Compliance with applicable regulatory and corporate standards (e.g., NERC, SOX, OSHA)


Ideal Candidate Profile

Successful candidates will demonstrate:
  • A service desk mindset, not just ticket triage
  • Use of data and reporting to identify systemic issues
  • Strong focus on CSI, ITIL, ITSM maturity, and service optimization
  • Experience turning incident resolution into documented, repeatable solutions


Please send resume to along with Linked IN profile.

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Contact:

This job and many more are available through The Judge Group. Please apply with us today!

About the Company

T

The Judge Group

The Judge Group Inc., is a leading professional services firm specializing in talent, technology, and learning solutions. We consult, staff, train, and solve. Through our work we make people and organizations better. Our services are successfully delivered through a network of more than 30 offices across the United States, Canada, and India.

The Judge Group is proud to partner with the best and brightest companies in business today, including over 60 of the Fortune 100. We serve organizations in financial services, healthcare, life sciences, insurance, government (including aerospace and defense), manufacturing, and technology and telecommunications. If you would like to learn more about The Judge Group visit www.judge.com or call toll free (800) 360-4474.

COMPANY SIZE
5,000 to 9,999 employees
INDUSTRY
Computer/IT Services
FOUNDED
1970
WEBSITE
https://www.judge.com

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