Level 3 IT Analyst

About the role

We are seeking a Level 3 IT Analyst to join our IT team. This hands‑on technical role serves as an escalation point for Level 2 support staff and is responsible for resolving more complex IT tickets, supporting business‑critical systems, monitoring infrastructure, and assisting with IT projects.

The ideal candidate has strong troubleshooting skills, solid experience supporting Microsoft‑based environments, and the ability to take ownership of technical issues from investigation through resolution. This role is primarily ticket‑focused but will also assist with system administration, endpoint management, security initiatives, infrastructure maintenance, documentation, and technology improvement projects.

This is a strong opportunity for an experienced IT support professional who is ready to grow further into systems administration while remaining closely connected to day‑to‑day business support.

• Provide Level 3 technical support for escalated IT issues involving desktops, laptops, mobile devices, printers, peripherals, operating systems, business applications, user accounts, permissions, network connectivity, and cloud services.
• Serve as an escalation point for Level 2 IT staff, assisting with advanced troubleshooting, root‑cause analysis, and resolution of complex or recurring support issues.
• Manage, prioritize, document, and resolve assigned tickets in the IT ticketing system while maintaining clear communication with end users and internal IT team members.
• Support and administer user accounts, groups, permissions, mailboxes, shared resources, and access controls in Active Directory, Microsoft 365, and related business systems.
• Assist with administration and support of Microsoft 365 services, including Exchange Online, Teams, SharePoint, One Drive, licensing, and user access.
• Monitor IT systems, alerts, endpoint security tools, backups, network connectivity, and infrastructure health to identify and address issues before they affect business operations.
• Assist with endpoint management, including device configuration, patching, software deployment, system updates, hardware troubleshooting, and workstation lifecycle management.
• Support onboarding and offboarding processes, including account setup, hardware preparation, access provisioning, license assignment, and equipment recovery.
• Assist with IT projects such as system upgrades, application deployments, hardware refreshes, office technology improvements, security enhancements, migrations, and infrastructure changes.
• Perform routine maintenance and basic administration for servers, network equipment, cloud services, backup systems, endpoint tools, and other IT platforms as assigned.
• Work with vendors, service providers, and software support teams to troubleshoot issues, coordinate repairs, and implement approved solutions.
• Identify recurring technical issues and recommend improvements to reduce ticket volume, improve system reliability, and strengthen IT service delivery.
• Create and maintain technical documentation, including troubleshooting procedures, system notes, knowledge base articles, configuration standards, and support guides.
• Assist in enforcing IT policies, security standards, access controls, patching requirements, and endpoint protection practices.
• Provide guidance and support to Level 1 and Level 2 technicians, helping improve troubleshooting consistency, documentation quality, and escalation procedures.
• Maintain a professional, service‑oriented approach when supporting end users, departments, vendors, and internal IT staff.

• 5+ years of experience in IT support, desktop support, systems support, help desk, or a similar technical role.
• Experience handling escalated technical issues beyond basic help desk support.
• Strong hands‑on troubleshooting skills in Windows‑based environments and common business applications.
• Experience with Active Directory, Microsoft 365, and user/account administration.
• Working knowledge of Microsoft 365 services, including Exchange Online, Teams, One Drive, SharePoint, and license management.
• Familiarity with endpoint management, software deployment, patching, remote support tools,…