Help Desk Analyst III

RESPONSIBILITIES:
Kforce has a client that is seeking an experienced Help Desk Analyst III in Boca Raton, FL to serve as the senior technical escalation resource within the IT Support organization. This role is responsible for resolving complex end-user issues, mentoring junior support staff, improving Help Desk processes, and partnering with infrastructure and security teams to enhance operational efficiency. The ideal candidate combines advanced technical troubleshooting expertise with strong leadership and customer service skills.

Responsibilities:
* Serve as the Tier 3 escalation point for complex incidents and service requests
* Troubleshoot Windows 11, macOS, iOS, Android, Microsoft 365, Microsoft Teams, OneDrive, SharePoint Online, VPN, MFA, Active Directory, and Microsoft Entra ID issues
* Perform root-cause analysis for recurring and high-impact problems and drive preventative solutions
* Analyze ticket trends and collaborate with Infrastructure, Security, Network, and Database teams on remediation efforts
* Mentor and provide technical guidance to Tier 1 and Tier 2 support staff
* Review ticket quality and promote best practices in customer service and incident resolution
* Assist with queue management, incident prioritization, and escalation coordination
* Create and maintain knowledge base articles, runbooks, and standard operating procedures

REQUIREMENTS:
* Bachelor's degree in Information Technology, Computer Science, or related field; equivalent experience considered
* 6+ years of IT support experience, including at least 2 years in a senior, Tier 3, or escalation-focused support role
* Advanced Windows 11 troubleshooting experience, including registry, event logs, Group Policy, BitLocker, drivers, and user profiles
* Hands-on administration of Microsoft 365 services, including Exchange Online, Teams, OneDrive, and SharePoint Online
* Experience supporting Active Directory and Microsoft Entra ID environments, including MFA, Conditional Access, user provisioning, and authentication troubleshooting
* PowerShell experience for administration and automation tasks
* Experience with endpoint management tools such as Microsoft Intune, SCCM, or similar platforms
* Experience with endpoint security solutions such as Microsoft Defender, CrowdStrike, Cortex XDR, or comparable tools
* Working knowledge of macOS in an enterprise environment

Preferred Certifications:
* CompTIA A+, Network+, or Security+
* Microsoft Certifications (MD-102, Endpoint Administrator Associate, AZ-900, SC-300)
* Apple Certified Support Professional (ACSP)

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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