Service Desk Analyst III

Nleague Services Inc

Atlanta, Georgia

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JOB DETAILS

JOB TYPE

Full-time

SKILLS

Analysis Skills, Atlassian JIRA, Audiovisual, Auditing, Automation, Change Management, Coaching, Computer Security, Copying Machines, Cross-Functional, Customer Support/Service, DHCP (Dynamic Host Configuration Protocol), DNS (Domain Name System), Desktop Administration, Disaster Recovery, Documentation, Educational Technology, Emergency Response, Endpoint Security, Enterprise Applications, Establish Priorities, Help Desk, IT Service Management (ITSM), Identify Issues, Identity Data Management, Incident Management, Incident Response, Information Technology & Information Systems, Internet Security, Knowledge Base, Knowledge Management, Knowledge Transfer, Leadership, Maintain Compliance, Mentoring, Microsoft Active Directory, Microsoft Exchange Server, Microsoft Product Family, Microsoft SharePoint, Microsoft Windows Azure, Microsoft Windows Operating System, Network Administration/Management, Network Architecture/Engineering, Network Systems, Operational Audit, Operational Improvement, Operational Support, Operations Processes, Printers, Problem Solving Skills, Procedure Development, Process Improvement, Quality Management, Records Management, Regulatory Compliance, Root Cause Analysis, Scripting (Scripting Languages), ServiceNow, Single Sign-On (SSO), Software Administration, System Operations, Systems Administration/Management, TCP/IP (Transmission Control Protocol/Internet Protocol), Team Player, Technical Leadership, Technical Strategy, Technical Support, Technical Writing, Time Management, Trend Analysis, VLAN (Virtual Local Area Network), VPN (Virtual Private Network), Validation Testing, Wireless Communications

LOCATION

Atlanta, Georgia

POSTED

2 days ago

Help Desk / Service Desk Support Analyst IIIProvides senior-level Tier-3 technical support and operational leadership within a K–12 public school district environment. This role serves as the highest level of escalation for complex technical incidents, infrastructure-related issues, enterprise application support, classroom technology integration challenges, and district-wide operational problems.The Tier 3 Analyst is responsible for advanced troubleshooting, root cause analysis, technical coordination, systems optimization, operational improvement initiatives, and cross-functional collaboration with infrastructure, cybersecurity, networking, systems administration, vendors, and instructional technology teams. This position also supports strategic technology initiatives, major incident response, automation efforts, and mentorship of Tier-1 and Tier-2 analysts.This role requires deep technical expertise, strong operational awareness, leadership capabilities, and the ability to manage highly complex support environments while maintaining exceptional customer service and communication standards.Key ResponsibilitiesProvide Tier-3 technical support for highly complex or critical incidents, escalations, and operational issuesPerform advanced root cause analysis and develop sustainable long-term resolutions for recurring problemsServe as the primary escalation point for Tier-1 and Tier-2 support teamsTroubleshoot and resolve advanced infrastructure, systems, networking, identity management, endpoint, application, and classroom technology issuesLead or participate in major incident response activities, outage coordination, and operational recovery effortsCollaborate with systems administrators, network engineers, cybersecurity teams, application support teams, vendors, and district leadership to resolve enterprise-level issuesSupport enterprise platforms including Microsoft 365, Google Workspace, Active Directory, Azure AD/Entra ID, Single Sign-On (SSO), Student Information Systems (SIS), endpoint management systems, and instructional applicationsMonitor recurring incidents, identify systemic issues, and participate in problem management and operational review processesDesign, document, and improve advanced troubleshooting procedures, operational standards, and technical knowledgebase contentRecommend and implement automation opportunities, process improvements, and service optimization initiativesSupport district technology deployments, migrations, upgrades, integrations, and infrastructure modernization projectsProvide mentorship, coaching, and technical guidance to Tier-1 and Tier-2 analystsAssist with operational reporting, trend analysis, and service improvement recommendationsSupport district cybersecurity initiatives including vulnerability remediation, access management, audit readiness, and compliance effortsParticipate in testing, validation, and operational readiness activities for new technologies and system changesMaintain ownership of escalated issues through resolution while ensuring timely customer communication and stakeholder updatesKey Skills & QualificationsExpert-level troubleshooting and technical problem-solving skillsStrong analytical and root cause analysis capabilitiesAdvanced customer service, communication, and stakeholder management skillsAbility to communicate complex technical information to both technical and non-technical audiencesStrong operational awareness and incident management experienceExperience leading or coordinating technical response activities during major incidents or outagesAbility to mentor, coach, and support junior analysts and cross-functional teamsStrong organizational, documentation, and process improvement skillsExperience working in collaborative enterprise support environmentsKnowledge of cybersecurity principles, identity management, compliance standards, and operational governanceAbility to prioritize and manage multiple high-impact incidents and operational initiatives simultaneouslyStrong project participation and technical coordination skillsExperienceMinimum 5–8 years of experience in Service Desk, Desktop Support, Systems Support, Endpoint Engineering, Infrastructure Support, or advanced enterprise technical support roles requiredExperience supporting enterprise or large-scale K–12 education technology environments strongly preferredExperience supporting district-wide classroom technology, enterprise collaboration platforms, and instructional systems highly desirablePrior experience participating in enterprise technology projects, migrations, operational modernization, or infrastructure initiatives preferredExperience serving as an escalation resource or technical lead preferredTechnical RequirementsAdvanced experience with IT Service Management (ITSM) platforms such as ServiceNow, Freshservice, Jira Service Management, IIQ, or equivalent systemsAdvanced knowledge of Windows operating systems, endpoint management, device imaging, software deployment, and remote support technologiesStrong experience supporting Microsoft 365, Google Workspace, Teams, SharePoint, Exchange Online, and enterprise collaboration toolsAdvanced understanding of networking concepts including TCP/IP, DNS, DHCP, VLANs, wireless connectivity, VPNs, and network troubleshootingExperience supporting Active Directory, Azure AD/Entra ID, identity lifecycle management, Single Sign-On (SSO), and access provisioningFamiliarity with cybersecurity tools, endpoint protection platforms, vulnerability management, and compliance requirementsExperience supporting Student Information Systems (SIS), instructional applications, learning platforms, and classroom technologiesAdvanced knowledge of audio-visual systems, conferencing technologies, copiers, printers, and instructional presentation systemsExperience with automation tools, scripting, workflow optimization, or endpoint administration preferredUnderstanding of incident management, problem management, change management, and operational governance processesAbility to maintain audit-compliant technical documentation, operational records, and knowledge management standardsOperational ExpectationsExpected to provide expert-level technical support and leadership for escalated and critical incidentsMust maintain high-quality technical documentation, root cause analysis records, and operational reportingExpected to lead by example in customer service, professionalism, and operational accountabilitySupports district service quality goals, operational improvement initiatives, and technology modernization effortsExpected to identify recurring issues and proactively recommend long-term corrective actionsMust maintain compliance with district cybersecurity, audit, data privacy, and operational standardsExpected to support cross-functional collaboration, mentoring, and knowledge transfer activitiesMay participate in after-hours support, emergency response activities, maintenance windows, and critical district initiatives as requiredExpected to contribute to operational readiness, disaster recovery, and continuity planning effortsLocation RequirementsCandidate must be local or willing to commute or relocate. - Candidate Must Be LocalAdditional Location Details (City, State) : - Atlanta, GABackground VerificationUpon candidate selection: - APS will place notification on the proposal providing detailed instructions for additional live scan fingerprinting and next steps.Agency Certification(s)Please read and understand the following statement carefully: - I understand that a person who enters into an agreement in restraint of trade or in restraint of free and open competition in any transaction with the state may, upon conviction thereof, be punished by imprisonment for not less than one nor more than five years pursuant to OCGA 16-10-22. I further agree that when there is a prior agreement or understanding between a vendor and a state agency or state employee regarding the acceptance of any offer, such conduct is collusive, fraudulent and in restraint of trade and in restraint of free and open competition on the part of both the vendor and the state agency or state employee.

Service Desk Analyst III

Nleague Services Inc

Atlanta, Georgia

About the Company

Nleague Services Inc

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