Experience Inc. Jobs

Description Job Summary: The Help Desk Analyst III serves as a senior member of the IT support team, responsible for resolving complex technical issues, mentoring entry level analysts, and ensuring efficient IT operations. This role involves troubleshooting hardware and software problems, managing escalations, and implementing IT solutions to improve service delivery. Key Responsibilities: Provide advanced technical support for hardware, software, network, and security-related issues. Act as an escalation point for Help Desk Analysts I and II, resolving complex IT problems. Analyze and diagnose recurring technical issues, recommending long-term solutions. Manage and maintain IT systems, including user accounts, permissions, and security policies. Document technical solutions and contribute to the knowledge base for IT support staff. Assist in training and mentoring entry level help desk analysts. Collaborate with IT teams to implement new technologies and system improvements. Ensure compliance with company policies, security standards, and IT best practices. Monitor and manage ticket queues, ensuring timely resolution of service requests. Provide remote and on-site support to end-users as needed. Requirements Qualifications & Skills: Associate or Bachelor’s degree in Computer Science, Information Technology, or a related field preferred. 5+ years of experience in IT support or help desk roles, with at least 2 years in an advanced or escalation role. Strong troubleshooting skills for Windows, macOS, and enterprise applications. Experience with Active Directory, Microsoft 365, VPNs, and remote desktop tools. Knowledge of networking concepts, including TCP/IP, DNS, and VPN troubleshooting. Familiarity with IT service management (ITSM) frameworks such as ITIL. Excellent communication and customer service skills. Ability to prioritize and manage multiple tasks in a fast-paced environment. Certifications such as CompTIA A+, Network+, ITIL, or Microsoft certifications are a plus. Technology Doesn't Change the World, People Do.®

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