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Service Delivery Analyst III

Symbiotic Services

Greensboro, North Carolina

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JOB DETAILS
SKILLS
Analysis Skills, Asset Management, Change Management, Change Requests/Orders, Cross-Functional, Customer Support/Service, Documentation, Endpoint Security, Hardware Configuration Management, Help Desk, IT Service Management (ITSM), ITIL (IT Infrastructure Library), Identify Issues, Information Technology & Information Systems, Knowledge Base, Knowledge Transfer, Lift/Move 50 Pounds, Microsoft Active Directory, Microsoft Office, Microsoft Product Family, Microsoft Windows Azure, Operational Support, Problem Solving Skills, Purchasing/Procurement, Root Cause Analysis, Service Delivery, Software Configuration Management, Systems Administration/Management, Systems Maintenance, Technical Support, Testing, Time Management, Validation Documentation
LOCATION
Greensboro, North Carolina
POSTED
30+ days ago

Service Delivery Analyst III
Location: Greensboro, NC
Employment Type: Full-Time
Recruiting Firm: Symbiotic Services

Overview:
Symbiotic Services is seeking a Service Delivery Analyst III to serve as a technical expert and Tier-3 support contact for end users. This role involves handling escalated technical issues, driving root cause analysis, and ensuring the stability and performance of end-user technology across the organization.

Key Responsibilities:

  • Act as the primary escalation point for complex technical issues and provide Tier-3 end-user support.
  • Analyze and resolve advanced technical problems, collaborating with Tier-2 teams and external vendors.
  • Lead testing, documentation, and validation of new hardware, software, and configurations.
  • Manage system maintenance, updates, and pilot deployments for end-user devices.
  • Develop and maintain detailed knowledge base articles to support ongoing IT operations.
  • Support asset management processes, including device procurement, tracking, and updates.
  • Guide junior analysts and oversee knowledge transfer and troubleshooting documentation.
  • Maintain a strong customer service focus while working independently or as part of a cross-functional team.

Minimum Qualifications:

  • Bachelor’s degree in Information Systems, Information Technology, or a related field.
  • Minimum of 5 years of relevant IT support or service delivery experience.
  • Must be 21 years of age or older.
  • Proficient with Microsoft Office Suite and IT service management tools.
  • Strong problem-solving, communication, and time management skills.

Preferred Qualifications:

  • Experience managing devices using Microsoft Intune, Jamf Pro, and Azure Active Directory.
  • Knowledge of endpoint security tools, Zero Trust architecture, and compliance enforcement.
  • Familiarity with ITIL or ITSM processes including incident, request, and change management.

Work Environment:

  • Hybrid work environment with in-office and remote flexibility.
  • Requires regular computer use, occasional lifting (up to 50 lbs.), and extended periods of sitting or standing.

Compensation & Benefits:

  • Comprehensive benefits package including medical, dental, vision, life, and disability coverage
  • 401(k) plan with dollar-for-dollar match up to 6% plus 5% annual company contribution
  • 15 company-paid holidays and generous paid time off
  • Casual dress code and summer hours
  • Education assistance, referral bonuses, and employee recognition programs

 



About the Company

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Symbiotic Services