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
Job Tags
Full time, Summer work, Casual work, Work at office,