Help Desk Analyst III - Contract

Help Desk Analyst III - Contract Boca Raton, FL (Onsite) Full-Time | Exempt Reports To: IT Systems ManagerAbout the OpportunityWe are seeking an experienced Help Desk Analyst III to serve as the senior technical escalation resource within our IT organization. This role is responsible for resolving complex technical issues, supporting enterprise end-user technologies, driving service desk process improvements, and mentoring junior support staff.The ideal candidate combines deep technical troubleshooting expertise with strong customer service skills and a passion for improving IT operations. This position offers the opportunity to work across endpoint management, Microsoft 365, identity management, security technologies, and enterprise support initiatives in a highly collaborative environment.Key ResponsibilitiesAdvanced Technical Support & EscalationsAct as the primary escalation point for complex incidents and service requests unresolved by Tier I and Tier II support teams.Troubleshoot and resolve issues involving:Windows 11 workstationsmacOS devicesiOS and Android mobile devicesMicrosoft 365 applications and servicesMicrosoft Teams, OneDrive, and SharePoint OnlineVPN, MFA, and identity-related access issuesActive Directory and Microsoft Entra ID environmentsProblem Management & Continuous ImprovementConduct root-cause analysis for recurring and high-impact support issues.Identify trends within ticket data and recommend proactive solutions.Partner with Infrastructure, Security, and Engineering teams to implement long-term corrective actions.Improve support processes, documentation, and operational efficiency.Team Leadership & MentorshipMentor Tier I and Tier II analysts and provide technical guidance.Review support requests for quality and resolution effectiveness.Promote exceptional customer service and knowledge-sharing across the Help Desk team.Serve as a technical leader during escalations and critical support events.Service Desk OperationsAssist with queue management, ticket prioritization, and escalation workflows.Support operational decision-making during major incidents.Act as a backup resource for Help Desk leadership when needed.Develop and maintain knowledge base articles, SOPs, and technical runbooks to improve first-contact resolution rates.Required QualificationsBachelor's degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.6+ years of progressive IT support experience.2+ years supporting a senior-level, Tier III, escalation, lead, or advanced support function.Advanced troubleshooting experience within Windows 11 enterprise environments, including:RegistryEvent LogsGroup PolicyBitLockerDriver managementUser profile troubleshootingExperience supporting macOS in an enterprise environment.Hands-on administration of Microsoft 365 services, including:Exchange OnlineTeamsOneDriveSharePoint OnlineExperience supporting hybrid identity environments with:Microsoft Entra IDActive DirectoryUser lifecycle managementMFAConditional AccessAuthentication troubleshootingPractical PowerShell skills for administration and automation.Experience working with modern endpoint management platforms such as:Microsoft IntuneSCCMNinjaOneSimilar enterprise management solutionsExperience supporting endpoint security solutions and investigating security alerts.Preferred QualificationsWhile not required, the following certifications are highly desirable:CompTIA A+CompTIA Network+CompTIA Security+Microsoft Certified Endpoint Administrator (MD-102)Microsoft Azure Fundamentals (AZ-900)Microsoft Identity and Access Administrator (SC-300)Apple Certified Support Professional (ACSP)Ideal Candidate ProfileYou may be a strong fit if you have experience as a:Help Desk Analyst IIISenior Help Desk AnalystSenior Desktop Support EngineerIT Support LeadEndpoint Support EngineerService Desk Escalation EngineerEnd User Services AnalystSystems Support SpecialistYou thrive in complex technical environments, enjoy mentoring others, and take pride in delivering outstanding support experiences while continuously improving IT operations.

Maximise your chances of a successful application to this job by ensuring your CV and skills are a good match.
“Benefit offerings include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits,EAP program, commuter benefits, and 401K plan. Our program provides employees the flexibility to choose the typeof coverage that meets their individual needs. xzbcwsv Available paid leave may include Paid Sick Leave, where required bylaw; any other paid leave required by Federal, State, or local law; and Holiday pay upon meeting eligibility criteria.”
“Equal Opportunity Employer/Veterans/DisabledTo read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:• The California Fair Chance Act• Los Angeles City Fair Chance Ordinance• Los Angeles County Fair Chance Ordinance for Employers• San Francisco Fair Chance Ordinance”