Help Desk / Service Desk Support Analyst III - Onsite Atlanta, GA

Job Description
Help Desk / Service Desk Support Analyst III

Provides 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 Responsibilities

• Provide Tier-3 technical support for highly complex or critical incidents, escalations, and operational issues
• Perform advanced root cause analysis and develop sustainable long-term resolutions for recurring problems
• Serve as the primary escalation point for Tier-1 and Tier-2 support teams
• Troubleshoot and resolve advanced infrastructure, systems, networking, identity management, endpoint, application, and classroom technology issues
• Lead or participate in major incident response activities, outage coordination, and operational recovery efforts
• Collaborate with systems administrators, network engineers, cybersecurity teams, application support teams, vendors, and district leadership to resolve enterprise-level issues
• Support 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 applications
• Monitor recurring incidents, identify systemic issues, and participate in problem management and operational review processes
• Design, document, and improve advanced troubleshooting procedures, operational standards, and technical knowledgebase content
• Recommend and implement automation opportunities, process improvements, and service optimization initiatives
• Support district technology deployments, migrations, upgrades, integrations, and infrastructure modernization projects
• Provide mentorship, coaching, and technical guidance to Tier-1 and Tier-2 analysts
• Assist with operational reporting, trend analysis, and service improvement recommendations
• Support district cybersecurity initiatives including vulnerability remediation, access management, audit readiness, and compliance efforts
• Participate in testing, validation, and operational readiness activities for new technologies and system changes
• Maintain ownership of escalated issues through resolution while ensuring timely customer communication and stakeholder updates

Key Skills & Qualifications

• Expert-level troubleshooting and technical problem-solving skills
• Strong analytical and root cause analysis capabilities
• Advanced customer service, communication, and stakeholder management skills
• Ability to communicate complex technical information to both technical and non-technical audiences
• Strong operational awareness and incident management experience
• Experience leading or coordinating technical response activities during major incidents or outages
• Ability to mentor, coach, and support junior analysts and cross-functional teams
• Strong organizational, documentation, and process improvement skills
• Experience working in collaborative enterprise support environments
• Knowledge of cybersecurity principles, identity management, compliance standards, and operational governance
• Ability to prioritize and manage multiple high-impact incidents and operational initiatives simultaneously
• Strong project participation and technical coordination skills

Experience

• Minimum 5-8 years of experience in Service Desk, Desktop Support, Systems Support, Endpoint Engineering, Infrastructure Support, or advanced enterprise technical support roles required
• Experience supporting enterprise or large-scale K-12 education technology environments strongly preferred
• Experience supporting district-wide classroom technology, enterprise collaboration platforms, and instructional systems highly desirable
• Prior experience participating in enterprise technology projects, migrations, operational modernization, or infrastructure initiatives preferred
• Experience serving as an escalation resource or technical lead preferred

Technical Requirements

• Advanced experience with IT Service Management (ITSM) platforms such as ServiceNow, Freshservice, Jira Service Management, IIQ, or equivalent systems
• Advanced knowledge of Windows operating systems, endpoint management, device imaging, software deployment, and remote support technologies
• Strong experience supporting Microsoft 365, Google Workspace, Teams, SharePoint, Exchange Online, and enterprise collaboration tools
• Advanced understanding of networking concepts including TCP/IP, DNS, DHCP, VLANs, wireless connectivity, VPNs, and network troubleshooting
• Experience supporting Active Directory, Azure AD/Entra ID, identity lifecycle management, Single Sign-On (SSO), and access provisioning
• Familiarity with cybersecurity tools, endpoint protection platforms, vulnerability management, and compliance requirements
• Experience supporting Student Information Systems (SIS), instructional applications, learning platforms, and classroom technologies
• Advanced knowledge of audio-visual systems, conferencing technologies, copiers, printers, and instructional presentation systems
• Experience with automation tools, scripting, workflow optimization, or endpoint administration preferred
• Understanding of incident management, problem management, change management, and operational governance processes
• Ability to maintain audit-compliant technical documentation, operational records, and knowledge management standards

Operational Expectations

• Expected to provide expert-level technical support and leadership for escalated and critical incidents
• Must maintain high-quality technical documentation, root cause analysis records, and operational reporting
• Expected to lead by example in customer service, professionalism, and operational accountability
• Supports district service quality goals, operational improvement initiatives, and technology modernization efforts
• Expected to identify recurring issues and proactively recommend long-term corrective actions
• Must maintain compliance with district cybersecurity, audit, data privacy, and operational standards
• Expected to support cross-functional collaboration, mentoring, and knowledge transfer activities
• May participate in after-hours support, emergency response activities, maintenance windows, and critical district initiatives as required
• Expected to contribute to operational readiness, disaster recovery, and continuity planning efforts