Help Desk Analyst III
Core
Provide comprehensive IT support, hardware/software configuration, and troubleshooting for over 1100 global users, including C-Level executives.
Role type
Senior Help Desk Technician (Tier III/IV escalation)
Builds
User support workflows, knowledge base articles, and standardized troubleshooting processes
Domain
IT Operations / Enterprise Support
Deliverable
dashboards & analysis
Required skills
ITSM tools (Jira), IDP/MDM concepts, hardware warranty repair, SAS applications support, collaboration tools (Confluence, Slack, Zoom), mobile device management, asset tracking, incident/service/change management, root cause analysis
Preferred skills
SSH/RDP protocols, Linux/Windows/MacOS environments, Google Workspace, endpoint security (CrowdStrike), virtualization (Parallels, VMware), networking fundamentals (DNS, DHCP, TCP/IP)
Technologies
Jira, Confluence, Slack, Zoom, CrowdStrike, Parallels, VMware, Dell, Boxx, Apple
Responsibilities
Receive, prioritize, and resolve end-user support issues via phone, chat, and in-person; Configure and deploy desktop hardware, software, and peripherals; Setup and maintain audio-visual equipment for meetings; Train and support Tier I and II technicians; Handle escalated complex or time-sensitive issues; Develop and maintain technical documentation and knowledge base articles; Support Tier IV staff and IT Leadership as required
Seniority
Mid-Senior level, hands-on IC
