Job Description
Service Delivery Analyst III
Location:
Greensboro, NC
Employment Type:
Full-Time
Recruiting Firm:
Symbiotic Services
Overview:
Symbiotic Services is seeking a
Service Delivery Analyst III
to serve as
a technical expert and Tier-3 support contact for end users. This role involves
handling escalated technical issues, driving root cause analysis, and ensuring
the stability and performance of end-user technology across the organization.
Key Responsibilities:
Act as the primary escalation
point for complex technical issues and provide Tier-3 end-user support.
Analyze and resolve advanced
technical problems, collaborating with Tier-2 teams and external vendors.
Lead testing, documentation, and
validation of new hardware, software, and configurations.
Manage system maintenance,
updates, and pilot deployments for end-user devices.
Develop and maintain detailed
knowledge base articles to support ongoing IT operations.
Support asset management
processes, including device procurement, tracking, and updates.
Guide junior analysts and oversee
knowledge transfer and troubleshooting documentation.
Maintain a strong customer
service focus while working independently or as part of a cross-functional
team.
Minimum Qualifications:
Bachelor’s degree in Information
Systems, Information Technology, or a related field.
Minimum of 5 years of relevant IT
support or service delivery experience.
Must be 21 years of age or older.
Proficient with Microsoft Office
Suite and IT service management tools.
Strong problem-solving,
communication, and time management skills.
Preferred Qualifications:
Experience managing devices using
Microsoft Intune, Jamf Pro, and Azure Active Directory.
Knowledge of endpoint security
tools, Zero Trust architecture, and compliance enforcement.
Familiarity with ITIL or ITSM
processes including incident, request, and change management.
Work Environment:
Hybrid work environment with
in-office and remote flexibility.
Requires regular computer use,
occasional lifting (up to 50 lbs.), and extended periods of sitting or
standing.
Compensation & Benefits:
Comprehensive benefits package
including medical, dental, vision, life, and disability coverage
401(k) plan with
dollar-for-dollar match up to 6% plus 5% annual company contribution
15 company-paid holidays and
generous paid time off
Casual dress code and summer
hours
Education assistance, referral
bonuses, and employee recognition programs