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

Novalink Solutions LLC•Atlanta, GA

1d•Onsite

About The Position

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.

Requirements

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
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
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

Nice To Haves

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
Experience with automation tools, scripting, workflow optimization, or endpoint administration preferred

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