Help Desk Analyst III - Escalation Support

Escalated Support Technician

The Escalated Support Technician is responsible for ensuring employees, faculty, and partners have the necessary tech tools and support. Acting as a senior resource within the IT Support team, this role handles advanced user issues, mentors entry level team members, and collaborates across IT to resolve escalated concerns.

Primary Responsibilities:

• Provide Tier 3 support and manage escalations.
• Assist with problem resolution alongside other IT specialists.
• Mentor and guide User Support team members.
• Ensure a deep understanding of the organization's software systems.
• Participate in 24/7 on-call rotations.
• Collaborate with Managed Service Providers for data requests.
• Manage data backup, recovery, and cloud-based communication tools.

Additional Duties:

• Contribute to data governance and change management processes.
• Stay updated on emerging software tools and features.

Qualifications:

• Associate's degree in computer science or related field (or equivalent experience).
• 5+ years of detail oriented technical support experience.
• Expertise in Microsoft Active Directory, multifactor authentication, and end-user security (Apple environment).
• Familiar with managing macOS, Windows, Office Suite, and browsers.
• Experience with network fundamentals, VPNs, VoIP systems, and cloud app management.
• Proficiency with software deployment tools (e.g., JAMF) and ticketing systems.
• Experience administering Jira or similar tools

Who You Are:

You bring strong technical skills, a customer-focused mindset, and a willingness to learn. Your ability to troubleshoot collaboratively and mentor others makes you a great asset to the team.