Service Desk Analyst III

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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