Job Description
Job ID:
65794 Help Desk / Service Desk Support Analyst Location:
130 Trinity Ave SW, 1st Floor, Atlanta, Georgia 30303 Client:
APS-IT Duration:
12+ Months Onsite Job Provides technical support and operational leadership within a K-12 public school district environment. This role serves as the highest level of escalation for complex technical incidents, infrastructure-related issues, enterprise application support, classroom technology integration challenges, and district-wide operational problems. The Tier 3 Analyst is responsible for advanced troubleshooting, root cause analysis, technical coordination, systems optimization, operational improvement initiatives, and cross-functional collaboration with infrastructure, cybersecurity, networking, systems administration, vendors, and instructional technology teams. This position also supports strategic technology initiatives, major incident response, automation efforts, and mentorship of Tier-1 and Tier-2 analysts. This role requires deep technical expertise, strong operational awareness, leadership capabilities, and the ability to manage highly complex support environments while maintaining exceptional customer service and communication standards. Key Responsibilities Provide Tier-3 technical support for highly complex or critical incidents, escalations, and operational issues Perform advanced root cause analysis and develop sustainable long-term resolutions for recurring problems Serve as the primary escalation point for Tier-1 and Tier-2 support teams Troubleshoot and resolve advanced infrastructure, systems, networking, identity management, endpoint, application, and classroom technology issues Lead or participate in major incident response activities, outage coordination, and operational recovery efforts Collaborate with systems administrators, network engineers, cybersecurity teams, application support teams, vendors, and district leadership to resolve enterprise-level issues Support enterprise platforms including Microsoft 365, Google Workspace, Active Directory, Azure AD/Entra ID, Single Sign-On (SSO), Student Information Systems (SIS), endpoint management systems, and instructional applications Monitor recurring incidents, identify systemic issues, and participate in problem management and operational review processes Design, document, and improve advanced troubleshooting procedures, operational standards, and technical knowledgebase content Recommend and implement automation opportunities, process improvements, and service optimization initiatives Support district technology deployments, migrations, upgrades, integrations, and infrastructure modernization projects Provide mentorship, coaching, and technical guidance to Tier-1 and Tier-2 analysts Assist with operational reporting, trend analysis, and service improvement recommendations Support district cybersecurity initiatives including vulnerability remediation, access management, audit readiness, and compliance efforts Participate in testing, validation, and operational readiness activities for new technologies and system changes Maintain ownership of escalated issues through resolution while ensuring timely customer communication and stakeholder updates Experience Minimum 5-8 years of experience in Service Desk, Desktop Support, Systems Support, Endpoint Engineering, Infrastructure Support, or advanced enterprise technical support roles required Experience supporting enterprise or large-scale K-12 education technology environments strongly preferred Experience supporting district-wide classroom technology, enterprise collaboration platforms, and instructional systems highly desirable Prior experience participating in enterprise technology projects, migrations, operational modernization, or infrastructure initiatives preferred Experience serving as an escalation resource or technical lead preferred Technical Requirements Advanced experience with IT Service Management (ITSM) platforms such as ServiceNow, Freshservice, Jira Service Management, IIQ, or equivalent systems Advanced knowledge of Windows operating systems, endpoint management, device imaging, software deployment, and remote support technologies Strong experience supporting Microsoft 365, Google Workspace, Teams, SharePoint, Exchange Online, and enterprise collaboration tools Advanced understanding of networking concepts including TCP/IP, DNS, DHCP, VLANs, wireless connectivity, VPNs, and network troubleshooting Experience supporting Active Directory, Azure AD/Entra ID, identity lifecycle management, Single Sign-On (SSO), and access provisioning Familiarity with cybersecurity tools, endpoint protection platforms, vulnerability management, and compliance requirements Experience supporting Student Information Systems (SIS), instructional applications, learning platforms, and classroom technologies Advanced knowledge of audio-visual systems, conferencing technologies, copiers, printers, and instructional presentation systems Experience with automation tools, scripting, workflow optimization, or endpoint administration preferred Understanding of incident management, problem management, change management, and operational governance processes Ability to maintain audit-compliant technical documentation, operational records, and knowledge management standards. Pay:
$25.00 - $32.00 per hour Work Location:
In person
