Help Desk Analyst III - Contract
Boca Raton, FL (Onsite)
Full-Time | Exempt
Reports To: IT Systems Manager
About the Opportunity
We are seeking an experienced Help Desk Analyst III to serve as the senior technical escalation resource within our IT organization. This role is responsible for resolving complex technical issues, supporting enterprise end-user technologies, driving service desk process improvements, and mentoring junior support staff.
The ideal candidate combines deep technical troubleshooting expertise with strong customer service skills and a passion for improving IT operations. This position offers the opportunity to work across endpoint management, Microsoft 365, identity management, security technologies, and enterprise support initiatives in a highly collaborative environment.
Key Responsibilities
Advanced Technical Support & Escalations
- Act as the primary escalation point for complex incidents and service requests unresolved by Tier I and Tier II support teams.
- Troubleshoot and resolve issues involving:
- Windows 11 workstations
- macOS devices
- iOS and Android mobile devices
- Microsoft 365 applications and services
- Microsoft Teams, OneDrive, and SharePoint Online
- VPN, MFA, and identity-related access issues
- Active Directory and Microsoft Entra ID environments
Problem Management & Continuous Improvement
- Conduct root-cause analysis for recurring and high-impact support issues.
- Identify trends within ticket data and recommend proactive solutions.
- Partner with Infrastructure, Security, and Engineering teams to implement long-term corrective actions.
- Improve support processes, documentation, and operational efficiency.
Team Leadership & Mentorship
- Mentor Tier I and Tier II analysts and provide technical guidance.
- Review support requests for quality and resolution effectiveness.
- Promote exceptional customer service and knowledge-sharing across the Help Desk team.
- Serve as a technical leader during escalations and critical support events.
Service Desk Operations
- Assist with queue management, ticket prioritization, and escalation workflows.
- Support operational decision-making during major incidents.
- Act as a backup resource for Help Desk leadership when needed.
- Develop and maintain knowledge base articles, SOPs, and technical runbooks to improve first-contact resolution rates.
Required Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
- 6+ years of progressive IT support experience.
- 2+ years supporting a senior-level, Tier III, escalation, lead, or advanced support function.
- Advanced troubleshooting experience within Windows 11 enterprise environments, including:
- Registry
- Event Logs
- Group Policy
- BitLocker
- Driver management
- User profile troubleshooting
- Experience supporting macOS in an enterprise environment.
- Hands-on administration of Microsoft 365 services, including:
- Exchange Online
- Teams
- OneDrive
- SharePoint Online
- Experience supporting hybrid identity environments with:
- Microsoft Entra ID
- Active Directory
- User lifecycle management
- MFA
- Conditional Access
- Authentication troubleshooting
- Practical PowerShell skills for administration and automation.
- Experience working with modern endpoint management platforms such as:
- Microsoft Intune
- SCCM
- NinjaOne
- Similar enterprise management solutions
- Experience supporting endpoint security solutions and investigating security alerts.
Preferred Qualifications
While not required, the following certifications are highly desirable:
- CompTIA A+
- CompTIA Network+
- CompTIA Security+
- Microsoft Certified Endpoint Administrator (MD-102)
- Microsoft Azure Fundamentals (AZ-900)
- Microsoft Identity and Access Administrator (SC-300)
- Apple Certified Support Professional (ACSP)
Ideal Candidate Profile
You may be a strong fit if you have experience as a:
- Help Desk Analyst III
- Senior Help Desk Analyst
- Senior Desktop Support Engineer
- IT Support Lead
- Endpoint Support Engineer
- Service Desk Escalation Engineer
- End User Services Analyst
- Systems Support Specialist
You thrive in complex technical environments, enjoy mentoring others, and take pride in delivering outstanding support experiences while continuously improving IT operations.
“Benefit offerings include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits,
EAP program, commuter benefits, and 401K plan. Our program provides employees the flexibility to choose the type
of coverage that meets their individual needs. Available paid leave may include Paid Sick Leave, where required by
law; any other paid leave required by Federal, State, or local law; and Holiday pay upon meeting eligibility criteria.”
“Equal Opportunity Employer/Veterans/Disabled
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The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:
• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance”