Service Desk Analyst III

Service Desk Analyst III

Phoenix, AZ 100% Onsite
6-Month Contract-to-Hire

Role Overview

A rapidly growing enterprise organization in the financial technology sector is seeking a Service Desk Analyst III to serve as a senior escalation point for complex IT issues across the enterprise. This role supports advanced endpoint management, identity and access administration, mobile device management, and custom application environments.

The ideal candidate has strong SCCM, Intune/MDM, Azure AD, and Active Directory experience and is comfortable operating at the Tier II/III boundary with some system administration exposure.

Key Responsibilities

Advanced Technical Support & Escalations

• Act as the Tier II/III escalation point for complex incidents and service requests.
• Troubleshoot SCCM deployments, imaging, patching, and endpoint configuration issues.
• Support MDM platforms (Intune or similar) for iOS devices, mobility policies, and corporate applications.
• Administer Azure AD including MFA, conditional access, user provisioning, and cloud-connected services.
• Perform advanced Active Directory tasks (OU structure, GPOs, permissioning, security groups).
• Support and troubleshoot custom enterprise applications in collaboration with internal teams.
• Conduct root-cause analysis and implement permanent resolutions for recurring issues.

Systems Monitoring & Administrative Assistance

• Monitor servers, systems, and enterprise tools to maintain uptime and stability.
• Assist system administrators with patching, software distribution, configuration updates, and maintenance activities.
• Participate in process improvements and automation-related initiatives.

Customer Service & Operational Ownership

• Manage tickets end-to-end with strong communication, documentation, and SLA adherence.
• Identify trends, recommend improvements, and act as a technology advocate for internal users.
• Prioritize escalations appropriately using established procedures.

Onboarding & Offboarding

• Execute full onboarding processes including hardware deployment, software configuration, and access setup.
• Support offboarding including access revocation and device retrieval.

Documentation & Knowledge Sharing

• Develop technical SOPs, KB articles, and process documentation.
• Mentor junior analysts and help elevate overall team capability.

Required Qualifications

• 3 5+ years of experience within IT Support, Service Desk, or IT Operations.
• Hands-on Tier II/III escalation experience in enterprise environments.
• Strong expertise with:
• SCCM (System Center Configuration Manager)
• MDM platforms (Intune, AirWatch, etc.)
• Azure / Azure AD
• Advanced Active Directory administration (OU/GPO/permissions/security)
• Custom application troubleshooting
• Solid understanding of Windows Server, Exchange, SharePoint, SAN concepts, databases, and virtualization technologies.
• Excellent troubleshooting, documentation, and communication skills.
• Ability to analyze workloads and solve technical problems independently.
• Bachelor's degree in Computer Science, Information Technology, or equivalent experience (preferred).

Preferred Certifications

• Microsoft AZ-900, MD-102, MS-500
• CompTIA A+, Network+, Security+
• HDI Certifications