Tier 3 IT Service Desk Analyst - Lead

Job Description

Job Description

Job Description

Job Title : Tier 3 IT Service Desk Analyst – Lead 

This position is based in our historic downtown San Antonio headquarters. 

Summary :

The Tier 3 IT Service Desk Analyst – Lead partners closely with infrastructure, cloud, networking, cybersecurity, and application teams to resolve complex issues, perform deep root‑cause analysis, enhance ITSM processes, and strengthen operational maturity. The role also mentors Tier 1 and Tier 2 staff, contributes to automation and process optimization, and safeguards operational compliance in a highly regulated financial environment. 

Wage Type : Salaried 

Essential Duties & Responsibilities:

To perform this job successfully, an individual must be able to perform each of the essential duties satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Serve as the final escalation point for advanced or highly complex technical issues across systems, hardware, software, Microsoft 365, Entra ID, networking, and enterprise applications.
• Perform expert‑level diagnosis using logs, packet captures, PowerShell/Graph API tooling, OS internals, and cloud platform diagnostics.
• Resolve escalations related to authentication, MFA/Conditional Access, Intune compliance, Autopilot, network connectivity, SSO, and endpoint/EDR alerts.
• Act as a Major Incident Commander when needed, coordinating cross‑functional teams, vendor/MSP escalations, and executive communications.
• Conduct in‑depth root‑cause analysis for recurring issues and implement corrective actions in partnership with infrastructure, applications, and cybersecurity teams.
• Perform advanced system administration, including identity management, network troubleshooting, endpoint configuration, and support for core business systems.
• Provide hands‑on support for system upgrades, security patching, deployments, and enterprise‑level technology changes.
• Mentor Tier 1 and Tier 2 analysts to improve troubleshooting, documentation, and customer service capability.
• Contribute to ITSM practices by improving workflows, documentation, SLAs, and performance reporting.
• Develop and maintain knowledge‑base articles, troubleshooting guides, and process documentation.
• Participate in change management processes, Evaluate technical risk for changes, validate post‑implementation success, and support controlled change windows.
• Participate as a technical SME on projects involving cloud services, security enhancements, endpoint modernization, or application rollouts.
• Ensure escalations meet FFIEC, GLBA, and internal audit requirements by maintaining complete technical evidence and artifacts.
• Support DLP incident investigations, access reviews, account anomaly analysis, and security control validation.
• Assist with preparing audit packages, screenshots, logs, and change evidence as required
• Maintain strong customer service focus and ensure timely communication with stakeholders.
• Carries out responsibilities in a manner consistent with our values and operating principles, in accordance with policy and applicable laws, and with a commitment to commitment to continuous improvement and process excellence.
• Any other duties as assigned.

Key Deliverables:

• Effective resolution of Tier 3 incidents, requests, and escalations within defined SLAs.
• Accurate and complete documentation of technical processes and root‑cause analysis findings.
• Successful execution of major incident leadership responsibilities.
• High-quality mentorship and support for Tier 1 and Tier 2 staff.
• Reduced recurrence of issues through proactive improvements and preventive measures.
• High internal customer satisfaction scores.

Organizational Structure :

Reports to: Senior I.T. Manager 

Supervises: NA

Qualifications:

Education:

• Minimum : Associate degree in Information Technology, Computer Science, Cybersecurity, or related field; OR equivalent hands‑on technical experience.
• Preferred : Bachelor’s degree in an IT‑related field; advanced certifications such as CompTIA Security+, Network+, CySA+, Microsoft 365 Enterprise Administrator, Microsoft AZ-900, AZ-104, AZ-700, SC-300, MD-102, CCNA or equivalent networking certification 

Required Knowledge/Skills:

Minimum: 

• 4+ years of experience in service desk, technical support, or system administration roles.
• Expert-level troubleshooting skills across Windows OS, Microsoft 365, networking, and standard enterprise systems.
• Proficiency with Active Directory, Azure AD, Exchange Online, endpoint management tools (Intune, SCCM, etc.).
• Strong understanding of ITSM/ITIL processes (incident, problem, change, request fulfillment).
• Ability to diagnose and resolve advanced hardware, software, and connectivity issues.
• Experience supporting enterprise business applications.

Preferred: 

• Experience in banking, financial services, or regulated industry environments.
• Advanced scripting or automation experience (PowerShell preferred).
• Experience leading technical teams or service desk support functions.
• Familiarity with cybersecurity tools, SIEM platforms, and vulnerability remediation.

Desired Experiences:

• Leading or coordinating major incident response activities.
• Managing escalations and mentoring lower-tier support teams.
• Assisting with enterprise system upgrades, migrations, and implementations.
• Documenting root‑cause analysis findings and improving long‑term system reliability.
• Supporting cross‑departmental IT projects as a technical subject matter expert.

Talents:

• Strong positivity.
• Mission driven, competitive, goal oriented, and motivated to develop themselves and others.
• Energetic, resourceful, and appropriate work intensity to get the work done 
• Strong people acumen and relationship skills; Naturally pre-disposed to quickly establish positive personal and professional relationships.

Other:

• Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
• Must be able to lift to 20 pounds.
• Ability to maintain confidentiality and handle sensitive information securely.
• Ability to work extended or after‑hours shifts during major incidents or scheduled maintenance windows.

TransPecos Banks will not accept unsolicited resumes from any source other than the candidate. We will consider any candidate for whom an Agency submits an unsolicited resume, to have been referred to us by the Agency free of any charges or fees, other than those agencies we engage on a specific search. TransPecos Banks will not pay a fee for any placement resulting from the receipt of an unsolicited resume.