Service Delivery Analyst III

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