Desktop Support Analyst III

AmeriLife • Clearwater, FL

3d

About The Position

The Desktop Support Analyst III is responsible for providing advanced technical support to end-users across an enterprise environment. This role involves troubleshooting complex hardware and software issues, managing Windows and Mac systems, and ensuring optimal performance of IT resources. The analyst will support 4,000+ users, assist with system upgrades, maintain IT documentation, and collaborate with other IT teams to enhance overall technology operations. Additionally, the role includes mentoring junior support staff, implementing security best practices, and contributing to IT projects such as deployments and migrations. Strong problem-solving skills, excellent customer service, and the ability to work in a fast-paced environment are essential.

Requirements

• Degree in Computer Information Technology (preferred) or equivalent experience.
• 5+ years of IT support experience, preferably in an enterprise environment with 500+ users.
• Strong knowledge of Windows (10/11) and macOS environments.
• Experience with Active Directory, Office 365, and enterprise management tools.
• Familiarity with ITSM ticketing systems (e.g., ServiceNow, Jira, or Remedy).
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Experience with remote desktop tools and endpoint management solutions.
• Problem-solving mindset with the ability to troubleshoot complex issues.
• Excellent verbal and written communication skills, able to explain technical concepts to non-technical users.
• Ability to prioritize tasks, manage time effectively, and work in a fast-paced environment.

Responsibilities

• Provide Tier 2 and Tier 3 support for Windows and Mac systems, including installation, configuration, and troubleshooting.
• Support end-users across multiple locations, ensuring prompt resolution of hardware, software, and network issues.
• Deploy, maintain, and upgrade desktops, laptops, mobile devices, printers, and other peripherals.
• Manage and support enterprise applications, including Microsoft 365, VPN, endpoint security, and collaboration tools.
• Work with Active Directory, group policies, and user account management.
• Assist with imaging, deployment, and lifecycle management of devices using tools like SCCM, Intune, or JAMF.
• Troubleshoot network connectivity issues, including LAN, Wi-Fi, and VPN access.
• Maintain detailed documentation of incidents, solutions, and standard operating procedures.
• Train and guide junior analysts and end-users on best practices for IT systems and security.
• Participate in IT projects, including system upgrades, migrations, and hardware rollouts.

Benefits

• A comprehensive benefits package that includes PTO, medical, dental, vision, retirement savings, disability insurance, and life insurance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level