Help Desk Analyst III

• Provide advanced technical support for hardware, software, network, and security-related issues
• Act as an escalation point for Help Desk Analysts I and II, resolving complex IT problems
• Analyze and diagnose recurring technical issues, recommending long-term solutions
• Manage and maintain IT systems, including user accounts, permissions, and security policies
• Document technical solutions and contribute to the knowledge base for IT support staff
• Assist in training and mentoring entry level help desk analysts
• Collaborate with IT teams to implement new technologies and system improvements
• Ensure compliance with company policies, security standards, and IT best practices
• Monitor and manage ticket queues, ensuring timely resolution of service requests
• Provide remote and on-site support to end-users as needed

• Associate or Bachelor’s degree in Computer Science, Information Technology, or a related field preferred
• 5+ years of experience in IT support or help desk roles, with at least 2 years in an advanced or escalation role
• Strong troubleshooting skills for Windows, macOS, and enterprise applications
• Experience with Active Directory, Microsoft 365, VPNs, and remote desktop tools
• Knowledge of networking concepts, including TCP/IP, DNS, and VPN troubleshooting
• Familiarity with IT service management (ITSM) frameworks such as ITIL
• Excellent communication and customer service skills
• Ability to prioritize and manage multiple tasks in a fast-paced environment
• Certifications such as CompTIA A+, Network+, ITIL, or Microsoft certifications are a plus

Certifications such as CompTIA A+, Network+, ITIL, or Microsoft certifications

• Medical, vision, dental, and life and disability insurance
• Eligibility to enroll in company 401(k) plan