Location: Tucker, GA
Salary: $50.00 USD Hourly - $60.00 USD Hourly
Description: Service Desk Analyst III Location: On-site - Tucker, GA
Job Type: Contract (12 months, potential conversion)
Level: Senior / Level III
Pay Rate: $50-60/hour (W2)
Job Summary The
Service Desk Analyst III provides senior-level, enterprise IT support with a strong focus on operational excellence, proactive service delivery, and customer experience. This role serves as a
primary escalation point, resolves complex and high-impact incidents, and actively drives
continual service improvement (CSI) initiatives.
This is a hands-on, customer-facing role designed for experienced service desk professionals who operate beyond reactive help desk support and contribute to measurable improvements in process, performance, and user experience.
Key Responsibilities Technical Support & Incident Resolution - Lead resolution of complex, high-impact incidents across Tier 1-2 support boundaries
- Serve as a senior escalation point for advanced troubleshooting and root cause analysis
- Diagnose and resolve issues across Windows and macOS systems, enterprise applications, network connectivity, mobile devices, and AV/conference room technology
- Identify recurring incident patterns and drive permanent resolution through automation, SOP creation, problem management, or engineering collaboration
Incident Management & ITSM - Own the full lifecycle of incidents and service requests, including prioritization, escalation, resolution, and closure in line with SLAs
- Enforce ITSM processes, data integrity, documentation standards, and audit readiness
- Use ITSM reporting and dashboards to identify trends, gaps, and service improvement opportunities
- Reinforce SLA adherence, First Call Resolution (FCR), and consistent categorization/prioritization
Customer Experience & Communication - Deliver white-glove, concierge-level support for executives and VIP users
- Proactively communicate outages, major incidents, and resolution updates to stakeholders
- Support executive offices and meetings, including AV troubleshooting during high-visibility events
Continuous Improvement & Leadership - Own and maintain a Continual Service Improvement (CSI) backlog with measurable outcomes
- Convert incident resolutions into SOPs and reusable knowledge articles (KCS practices)
- Mentor and coach other analysts to elevate technical skills, ITSM maturity, and customer experience standards
- Partner with engineering and infrastructure teams to eliminate recurring issues and improve service stability
- Support the evolution from reactive help desk operations to a proactive, modern service desk model
Required Qualifications Education - Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or equivalent experience
Experience - Minimum 5+ years of progressive IT support experience (6+ years strongly preferred)
- Demonstrated ownership of complex, high-visibility incidents
- Proven ability to work independently in fast-paced, enterprise environments
- Experience using ITSM data, reports, and dashboards to drive operational improvements
Technical Skills Systems & Devices - Windows and macOS enterprise environments
- Laptops, desktops, mobile devices (iPhone/iPad)
- AV systems and conference room technology (MS Teams Rooms required)
Tools & Platforms - ITSM platforms such as ServiceNow or BMC Helix
- Microsoft 365 administration and troubleshooting
- Endpoint management and remote support tools (e.g., Dameware)
Certifications (Strongly Preferred) - ITIL Foundation (v3 or higher) - highly important
- CompTIA A+ (preferred), Network+, or Security+
- Microsoft Windows / M365 certifications
- HDI certifications
Note: Formal certifications are required.
Operational Expectations - Participation in on-call rotation (including weather-related events if applicable)
- ~10% in-state travel to local sites
- Compliance with applicable regulatory and corporate standards (e.g., NERC, SOX, OSHA)
Ideal Candidate Profile Successful candidates will demonstrate:
- A service desk mindset, not just ticket triage
- Use of data and reporting to identify systemic issues
- Strong focus on CSI, ITIL, ITSM maturity, and service optimization
- Experience turning incident resolution into documented, repeatable solutions
Please send resume to along with Linked IN profile.
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