3rd Level Support Analyst

This position is onsite with opportunity to work remotely based on business needs/supervision discretion.

Job Overview

The 3rd Level Support Analyst provides advanced technical support across endpoint management, virtual desktop infrastructure, mobile device management, and specialized computing environments. This role troubleshoots escalated hardware and software issues, supports system deployments and application packaging, and assists with evaluating technology solutions and system integrations.

Job Duties

• Provide 3rd level technical support for SCCM, AirWatch, VDI, and specialized computing environments.
• Troubleshoot and resolve escalated hardware and software issues in collaboration with IT support staff and end users.
• Provide guidance and instruction on technical processes, troubleshooting procedures, and problem resolution.
• Assist with SCCM deployments, application packaging, and other SCCM-related tasks.
• Maintain Operating System Deployment (OSD) task sequences and associated packages.
• Support the AirWatch console environment, including management of assets and system objects.
• Support Virtual Desktop Infrastructure (VDI) environments through session support and connectivity troubleshooting.
• Support specialized computing environments through general troubleshooting, image testing, and system customizations.
• Review and recommend hardware and software purchases, system integrations, and installations.
• Work with users to identify technology needs and define appropriate IT requirements.
• Assess existing computer resources and perform interoperability testing to support migrations to new computing environments.
• Evaluate operating systems, network configurations, and application software for compatibility and interoperability.
• Participate in the review and evaluation of industry technologies relevant to open systems environments.
• Analyze security services and directory services as part of technology evaluations.
• Test and evaluate beta products and applications associated with institutional and agency technology environments.
• Contribute to the development, testing, and evaluation of information technology systems.

Required Qualifications

• At least 3 years of relevant experience.