Help Desk Analyst III (Temp to Perm)

Windward Risk Managers•Boca Raton, FL

22h•Onsite

About The Position

The Help Desk Analyst, Level 3 serves as the senior technical resource and final escalation point inside the Help Desk before tickets are routed to Systems, Network, or Database. You will personally resolve the most complex end-user incidents, act as the floor lead for our Tier 1 and Tier 2 analysts, own the operational maturity of our Help Desk processes, and partner with our Systems and Security teams on projects that touch every employee in the organization.

Requirements

Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent combination of education and relevant work experience.
6+ years of progressive end-user / IT support experience, with at least 2 years at a Tier 3, Level 3, or senior help-desk capacity (escalation point, mentor, or floor lead).
Demonstrated mastery of Windows 11 enterprise troubleshooting (registry, event logs, group policy, BitLocker recovery, driver and profile issues) and working knowledge of macOS in a managed business environment.
Hands-on administration of Microsoft 365 (Exchange Online, Teams, OneDrive, SharePoint Online) and hybrid identity across Microsoft Entra ID and on-premises Active Directory, including user lifecycle, MFA, conditional access, and sign-in log analysis.
Practical PowerShell skills for Microsoft 365, Active Directory, and Microsoft Graph automation, able to write, modify, and explain existing scripts.
Hands-on experience with at least one modern endpoint management / RMM platform (e.g., NinjaOne, Microsoft Intune, SCCM) and at least one modern EDR / endpoint security platform (e.g., Cortex XDR, CrowdStrike Falcon, Microsoft Defender for Endpoint), including alert investigation.
Candidates must be authorized to work for any employer in the U.S. without requiring visa sponsorship now or in the future.

Nice To Haves

CompTIA A+, Network+, Security+
Microsoft Certified: MD-102, Endpoint Administrator Associate, AZ-900, SC-300
Apple Certified Support Professional (ACSP)

Responsibilities

Serve as the Tier 3 escalation point for all incidents and service requests that cannot be resolved at Tier 1 or Tier 2. This includes deep troubleshooting of Windows 11 endpoints, macOS devices, mobile devices (iOS / Android), Microsoft 365 services, Microsoft Teams, OneDrive, SharePoint Online, VPN, MFA, and identity issues across our Active Directory and Microsoft Entra ID environments.
Own root-cause analysis for recurring and high-impact issues; identify trends across ticket data, propose preventive solutions, and drive them to implementation in coordination with Systems, Network, Database, and Security teams.
Mentor, coach, and provide technical guidance to Tier 1 and Tier 2 Help Desk analysts; review their tickets for quality, and model excellent customer service.
Act as backup to the IT Systems Manager for Help Desk operational decisions in their absence, including ticket triage, queue management, escalation calls, and prioritization during incidents.
Author, maintain, and publish knowledge base articles, runbooks, and standard operating procedures so Tier 1 and Tier 2 can resolve repeat issues independently.