Service Desk Analyst

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.