Service Desk Analyst III

FLSA STATUS:
Full Time / Exempt

PAY RANGE: $80,000.00-$90,000.00 Annually DOE

LOCATION:

Office [Chula Vista, CA]

• THIS POSITION WILL PERFORM WORK FOR ARMADA PARENT, INC.**

TITLE:

Service Desk Analyst III

REPORTS TO:

Director, IT

FLSA STATUS:
Full Time / Exempt

PAY RANGE: $80,000.00-$90,000.00 Annually DOE

FT / PT STATUS:
Full Time

LOCATION:

Office [Chula Vista, CA]

CLEARANCE:
Not required; ability to obtain clearance if required by contract

CITIZENSHIP: US citizenship required

• THIS POSITION WILL PERFORM WORK FOR ARMADA PARENT, INC.**

The Service Desk Analyst III provides advanced technical support for end users across the organization by receiving, documenting, prioritizing, troubleshooting, resolving, and escalating complex IT incidents and service requests. This position serves as a senior escalation resource within the service desk function, supporting desktops, laptops, mobile devices, printers, Microsoft 365 GCCH services, line-of-business applications, user accounts, endpoint tools, and related technology.

The Service Desk Analyst III is expected to work with a high degree of independence, support assigned Coast coverage and cross-coverage needs, mentor Level I and Level II analysts, identify recurring issues, contribute to knowledge management, and help improve service desk processes while delivering responsive, professional, and customer-focused support.

• Serve as an advanced service desk resource and primary escalation point for complex IT support requests received by phone, email, ticketing system, chat, or in person.
• Provide assigned Coast support and backup coverage for other service desk personnel, operating company locations, and alternate Coast assignments as needed to maintain responsive support and continuity of service.
• Log, categorize, prioritize, document, and track incidents and service requests through resolution in the IT service management system, ensuring ticket quality, ownership, follow-up, and timely user communication.
• Troubleshoot and resolve advanced hardware, software, network connectivity, printer, mobile device, VPN, Microsoft 365 GCCH, endpoint, account access, and line-of-business application issues.
• Perform and support password resets, account unlocks, access request processing, equipment support, and user account administration in accordance with company policies, access control requirements, and security procedures.
• Install, configure, deploy, maintain, and support desktops, laptops, peripherals, standard software, approved endpoint configurations, and assigned service desk tools.
• Provide remote and desk-side support to diagnose technical issues, guide users through resolution steps, restore service, and reduce repeat incidents where practicable.
• Triage escalated tickets from Level I and Level II analysts, validate troubleshooting performed, determine next steps, and coordinate referral to infrastructure, cybersecurity, application, MSP, MSSP, or vendor support teams when needed.
• Support onboarding, offboarding, equipment issuance, equipment returns, access changes, and user technology readiness for employees, contractors, and other authorized users.
• Maintain accurate asset, ticket, troubleshooting, escalation, and knowledge base documentation to support repeatable service delivery and continuous improvement.
• Mentor Level I and Level II analysts by sharing troubleshooting guidance, reinforcing documentation standards, supporting ticket handoffs, and helping build technical capability within the service desk.
• Identify trends, recurring issues, service gaps, and opportunities to improve service desk procedures, user training, self-service materials, technical standards, and support workflows.
• Support queue management, escalation tracking, major incident support, service desk metrics, and continuous improvement activities as directed by IT leadership.
• Follow established change management, incident management, cybersecurity, data handling, acceptable use, and service desk operating procedures.
• Perform other related duties as assigned.

• None