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Service Delivery Analyst III

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Job Description - 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

 







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