Help Desk / Service Desk Support Analyst III

Provides senior-level Tier-3 technical support and operational leadership within a K-12 publicschool 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

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

Key Skills & Qualifications

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

Experience

Minimum 5-8 years of experience in Service Desk, Desktop Support, Systems Support, Endpoint Engineering, Infrastructure Support, or advanced enterprise technical support roles required

Experience supporting enterprise or large-scale K-12 education technology environments strongly preferred

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

Technical Requirements

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

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

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

Operational Expectations

Expected to provide expert-level technical support and leadership for escalated and critical incidents

Must maintain high-quality technical documentation, root cause analysis records, and operational reporting

Expected to lead by example in customer service, professionalism, and operational accountability

Supports district service quality goals, operational improvement initiatives, and technology modernization efforts

Expected to identify recurring issues and proactively recommend long-term corrective actions

Must maintain compliance with district cybersecurity, audit, data privacy, and operational standards

Expected to support cross-functional collaboration, mentoring, and knowledge transfer activities

May participate in after-hours support, emergency response activities, maintenance windows, and critical district initiatives as required

Expected to contribute to operational readiness, disaster recovery, and continuity planning efforts

Required Skills