Service Desk Analyst III
The Judge Group, Tucker, GA, United States
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 jprovenzano@judge.com along with Linked IN profile.
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 jprovenzano@judge.com along with Linked IN profile.