Service Delivery Analyst III

Job DescriptionService Delivery Analyst IIILocation: Greensboro, NCEmployment Type: Full-TimeRecruiting Firm: Symbiotic Services Overview: Symbiotic Services is seeking a Service Delivery Analyst III to serve as a technical expert and Tier-3 support contact for end users. This role involves handling escalated technical issues, driving root cause analysis, and ensuring the stability and performance of end-user technology across the organization. Key Responsibilities:Act as the primary escalation point for complex technical issues and provide Tier-3 end-user support. Analyze and resolve advanced technical problems, collaborating with Tier-2 teams and external vendors. Lead testing, documentation, and validation of new hardware, software, and configurations. Manage system maintenance, updates, and pilot deployments for end-user devices. Develop and maintain detailed knowledge base articles to support ongoing IT operations. Support asset management processes, including device procurement, tracking, and updates. Guide junior analysts and oversee knowledge transfer and troubleshooting documentation. Maintain a strong customer service focus while working independently or as part of a cross-functional team. Minimum Qualifications:Bachelor's degree in Information Systems, Information Technology, or a related field. Minimum of 5 years of relevant IT support or service delivery experience. Must be 21 years of age or older. Proficient with Microsoft Office Suite and IT service management tools. Strong problem-solving, communication, and time management skills. Preferred Qualifications:Experience managing devices using Microsoft Intune, Jamf Pro, and Azure Active Directory. Knowledge of endpoint security tools, Zero Trust architecture, and compliance enforcement. Familiarity with ITIL or ITSM processes including incident, request, and change management. Work Environment:Hybrid work environment with in-office and remote flexibility. Requires regular computer use, occasional lifting (up to 50 lbs.), and extended periods of sitting or standing. Compensation & Benefits:Comprehensive benefits package including medical, dental, vision, life, and disability coverage 401(k) plan with dollar-for-dollar match up to 6% plus 5% annual company contribution 15 company-paid holidays and generous paid time off Casual dress code and summer hours Education assistance, referral bonuses, and employee recognition programs