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

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

Key Skills & Qualifications

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

Experience

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

Technical Requirements

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

Operational Expectations

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