Tier 3 Service Desk Analyst

Position: Tier 3 Service Desk Analyst

Contract Duration: 6 months (possible to extend)

Location: New York, NY 10011 (Onsite)

Tier 3 Service Desk Analyst (New York City)

We re looking for a highly skilled Tier 3 Service Desk Analyst to join a fast-growing IT team in New York. This is a hands-on, high-impact role for someone who thrives in complex technical environments, takes full ownership of issues, and enjoys improving how IT support operates at scale.

What you ll do

Act as the final escalation point for advanced technical issues across software, hardware, SaaS, identity, and networking

Manage and support macOS and Windows environments using Jamf Pro and Microsoft Intune

Administer and optimize Google Workspace (Gmail, Drive, Docs, Calendar, Admin Console, user lifecycle, permissions, security)

Support IT projects such as office buildouts, acquisitions, application rollouts, and hardware refreshes

Develop automation opportunities using scripting and workflow tools

Create and maintain SOPs, documentation, and knowledge base articles

Mentor Tier 1 and Tier 2 analysts and help improve overall service quality

What we re looking for

3 - 5 years in IT support with strong Tier 3 / advanced troubleshooting experience

Strong hands-on experience with macOS, Windows 10/11, Jamf Pro, Intune, and Google Workspace

Experience with VPNs, SSO, endpoint security, and compliance practices

Strong documentation skills (SOPs, troubleshooting guides, technical write-ups)

Experience with ticketing systems such as Zendesk or similar

Strong communication, problem-solving, and ownership mindset

Nice to have

Experience with Slack, Zoom, and collaboration tools

Exposure to AV / conference room technology

Experience in high-growth or M&A environments

Familiarity with NIST, ISO 27001, or SOC 2 frameworks

Interest in mentoring or stepping into leadership responsibilities

Location: New York City, NY

If you enjoy solving complex technical challenges, improving systems, and supporting a modern IT environment this role is for you.