Level III Analyst

About the role

We are seeking a Level 3 IT Analyst to join our IT team. This hands-on technical role serves as an escalation point for Level 2 support staff and is responsible for resolving more complex IT tickets, supporting business-critical systems, monitoring infrastructure, and assisting with IT projects.

Responsibilities

• Provide Level 3 technical support for escalated IT issues involving desktops, laptops, mobile devices, printers, peripherals, operating systems, business applications, user accounts, permissions, network connectivity, and cloud services.
• Serve as an escalation point for Level 2 IT staff, assisting with advanced troubleshooting, root-cause analysis, and resolution of complex or recurring support issues.
• Manage, prioritize, document, and resolve assigned tickets in the IT ticketing system while maintaining clear communication with end users and internal IT team members.
• Support and administer user accounts, groups, permissions, mailboxes, shared resources, and access controls in Active Directory, Microsoft 365, and related business systems.
• Aid in administration and support of Microsoft 365 services, including Exchange Online, Teams, SharePoint, OneDrive, licensing, and user access.
• Maintain monitoring of IT systems, alerts, endpoint security tools, backups, network connectivity, and infrastructure health to identify and address issues before they affect business operations.
• Assist with endpoint management, including device configuration, patching, software deployment, system updates, hardware troubleshooting, and workstation lifecycle management.
• Participate in onboarding and offboarding processes, including account setup, hardware preparation, access provisioning, license assignment, and equipment recovery.
• Support IT projects such as system upgrades, application deployments, hardware refreshes, office technology improvements, security enhancements, migrations, and infrastructure changes.
• Perform routine maintenance and basic administration for servers, network equipment, cloud services, backup systems, endpoint tools, and other IT platforms as assigned.
• Collaborate with vendors, service providers, and software support teams to troubleshoot issues, coordinate repairs, and implement approved solutions.
• Create and maintain technical documentation, including troubleshooting procedures, system notes, knowledge base articles, configuration standards, and support guides.
• Enforce IT policies, security standards, access controls, patching requirements, and endpoint protection practices.
• Provide guidance and support to Level 1 and Level 2 technicians, helping improve troubleshooting consistency, documentation quality, and escalation procedures.
• Support end users, departments, vendors, and internal IT staff with a professional, service-oriented approach.

Qualifications

• 5+ years of experience in IT support, desktop support, systems support, help desk, or a similar technical role.
• Strong hands-on troubleshooting skills in Windows-based environments and common business applications.
• Familiarity with Active Directory, Microsoft 365, and user/account administration.
• Working knowledge of Microsoft 365 services, including Exchange Online, Teams, OneDrive, SharePoint, and license management.
• Familiarity with endpoint management, software deployment, patching, remote support tools, and asset management practices.
• Solid understanding of networking fundamentals, including DNS, DHCP, VPN, Wi-Fi, TCP/IP, switching, firewalls, and basic connectivity troubleshooting.
• Experience using IT ticketing systems such as Jira Service Management, Freshservice, Zendesk, ServiceNow, or similar platforms.
• Ability to troubleshoot hardware, software, account access, permissions, network, printer, mobile device, and application issues.
• Ability to monitor systems, review alerts, investigate issues, and escalate or resolve problems appropriately.
• Strong documentation skills with the ability to clearly record troubleshooting steps, resolutions, procedures, and system changes.
• Ability to prioritize and manage multiple tickets, requests, and project tasks in a fast-paced environment.
• Strong communication skills with the ability to explain technical issues clearly to both technical and non-technical users.
• Strong customer service mindset with the ability to remain professional and calm when handling urgent or complex issues.
• Ability to work independently, take ownership of assigned work, and know when to escalate or request assistance.

Preferred Qualifications

• Experience with Windows Server administration.
• Experience with Microsoft Entra ID / Azure AD.
• Experience with endpoint management platforms such as Microsoft Intune, SCCM, PDQ, NinjaOne, ConnectWise, Kaseya, or similar tools.
• Experience supporting backup systems, antivirus/EDR tools, monitoring platforms, and remote management tools.
• Experience with virtualization platforms such as VMware or Hyper-V.
• Basic scripting or automation experience, especially with PowerShell.
• Familiarity with switches, firewalls, wireless access points, VPNs, and other network infrastructure.
• Familiarity with cybersecurity best practices, including MFA, least privilege, patch management, endpoint protection, vulnerability remediation, and access reviews.

Benefits / Perks

• Medical, Dental, Vision, Life Insurance
• 401K Retirement Plan
• Paid Vacation Time
• Paid Holidays
• and More!