Helpdesk Level III

Job DescriptionJob DescriptionLevel III Help Desk Analyst (Contract - Onsite)
Location: Onsite - Boca Raton, FL
Schedule: Monday-Friday, 8:00 AM-5:00 PM (potential on-call weekends)
Compensation: $70,000-$75,000 annually (approx. $33-$40/hour)
Contract Type: Temporary / Contract (open-ended; no set end date). Possibility of conversion to permanent employment based on performance, though not guaranteed.
Position Overview
We are seeking a Level III Help Desk Analyst to serve as the senior technical resource and final escalation point within the Help Desk. This role is ideal for a career help desk professional who enjoys mentoring junior staff, owning complex technical issues, and improving service desk operations.
The Level III Help Desk Analyst will resolve the most complex end-user issues, guide Tier 1 and Tier 2 analysts, and partner closely with Systems and Security teams on initiatives that impact the broader organization. This position is 100% onsite, working closely with both in-person and remote team members.
Key Responsibilities

• Act as the Tier 3 escalation point for incidents and service requests unresolved by Tier 1 and Tier 2 analysts.
• Perform deep troubleshooting across:
  • Windows 11 endpoints and macOS devices
  • Mobile devices (iOS and Android)
  • Microsoft 365 services (Exchange Online, Teams, OneDrive, SharePoint Online)
  • VPN, MFA, and identity-related issues
  • Active Directory and Microsoft Entra ID environments
• Conduct root-cause analysis for recurring and high-impact issues; identify trends, recommend preventive solutions, and partner with Systems, Network, Database, and Security teams to implement improvements.
• Serve as a floor lead and mentor to Tier 1 and Tier 2 Help Desk staff; review tickets for quality and model best practices in technical troubleshooting and customer service.
• Act as backup to the IT Systems Manager for Help Desk operational decisions, including ticket triage, prioritization, escalation, and incident response.
• Create and maintain knowledge base articles, runbooks, and standard operating procedures to improve first-contact resolution and reduce escalations.
• Support a blend of help desk and light system administration responsibilities, including PowerShell usage and Microsoft 365 administration.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field or equivalent professional experience.
• 6+ years of progressive IT/end-user support experience, including 2+ years in a Level 3, Tier 3, or senior help desk role.
• Advanced troubleshooting experience with Windows 11 (registry, event logs, group policy, BitLocker recovery, driver and profile issues).
• Working knowledge of macOS in a managed enterprise environment.
• Hands-on administration of Microsoft 365 and hybrid identity environments (Active Directory and Microsoft Entra ID), including:
  • User lifecycle management
  • MFA and conditional access
  • Sign-in log analysis
• Practical PowerShell skills, including the ability to write, modify, and explain scripts.
• Experience with at least one endpoint management/RMM platform (e.g., Intune, SCCM, NinjaOne).
• Experience with at least one endpoint security/EDR platform (e.g., Microsoft Defender for Endpoint, CrowdStrike, Cortex XDR).

Preferred (Not Required) Certifications

• CompTIA A+, Network+, Security+
• Microsoft Certified: MD-102, Endpoint Administrator Associate, AZ-900, SC-300
• Apple Certified Support Professional (ACSP)

Additional Notes

• This role is on-site, five days per week in Boca Raton.
• The team environment includes both onsite and remote collaboration.
• The position is designed for a senior help desk professional focused on mentoring and operational excellence rather than upward movement into non-help desk roles.

Pay Details: $33.00 to $40.00 per hour
Search managed by: Sarah Scheid
Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.
Equal Opportunity Employer/Veterans/Disabled
Military connected talent encouraged to apply
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The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance

Massachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.