Help Desk Analyst III - Contract

LHH Recruitment Solutions; Boca Raton (FL); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Life insurance

Short-term disability

401K plan

EAP program

Commuter benefits

Job summary

LHH Recruitment Solutions is seeking an experienced Help Desk Analyst III to serve as the senior escalation resource within our IT organization. This role focuses on resolving complex issues across Windows 11, Microsoft 365, and identity management while mentoring junior staff.

The ideal candidate will bring 6+ years of progressive IT support, strong customer service, and a track record of improving service desk operations in an enterprise environment.

Qualifications

• Bachelor's degree in IT, CS, or related field, or equivalent experience.
• 6+ years of progressive IT support experience.
• 2+ years in senior/escalation, lead, or advanced support roles.
• Advanced troubleshooting in Windows 11 enterprise environments.
• Experience supporting macOS in an enterprise environment.
• Hands-on administration of Microsoft 365 services (Exchange Online, Teams, OneDrive, SharePoint).
• Experience with hybrid identity (AD, MFA, Conditional Access) and PowerShell automation.

Responsibilities

• Act as primary escalation point for complex incidents and requests.
• Troubleshoot and resolve issues across Windows 11, mobile devices, and M365.
• Support Active Directory and Entra ID environments, MFA and CA workflows.
• Mentor Tier I/II analysts and improve service desk processes.
• Collaborate with Infra, Security, and Engineering on long-term fixes.
• Develop knowledge base articles and runbooks to boost first-contact resolution.

Skills

Advanced troubleshooting

Windows 11

Active Directory/Entra ID

PowerShell

Microsoft 365 Administration

Identity & access management

Endpoint management

Hybrid identity

Enterprise support

Education

Bachelor's degree or equivalent

Tools

PowerShell

SCCM

Job description

We are seeking an experienced Help Desk Analyst III to serve as the senior technical escalation resource within our IT organization. This role is responsible for resolving complex technical issues, supporting enterprise end-user technologies, driving service desk process improvements, and mentoring junior support staff.

The ideal candidate combines deep technical troubleshooting expertise with strong customer service skills and a passion for improving IT operations. This position offers the opportunity to work across endpoint management, Microsoft 365, identity management, security technologies, and enterprise support initiatives in a highly collaborative environment.

Key Responsibilities

Advanced Technical Support & Escalations

• Act as the primary escalation point for complex incidents and service requests unresolved by Tier I and Tier II support teams.
• Troubleshoot and resolve issues involving:
• Windows 11 workstations
• iOS and Android mobile devices
• Microsoft 365 applications and services
• Microsoft Teams, OneDrive, and SharePoint Online
• VPN, MFA, and identity-related access issues
• Active Directory and Microsoft Entra ID environments

Problem Management & Continuous Improvement

• Conduct root-cause analysis for recurring and high-impact support issues.
• Identify trends within ticket data and recommend proactive solutions.
• Partner with Infrastructure, Security, and Engineering teams to implement long-term corrective actions.
• Improve support processes, documentation, and operational efficiency.
• Mentor Tier I and Tier II analysts and provide technical guidance.
• Review support requests for quality and resolution effectiveness.
• Promote exceptional customer service and knowledge-sharing across the Help Desk team.
• Serve as a technical leader during escalations and critical support events.

Service Desk Operations

• Assist with queue management, ticket prioritization, and escalation workflows.
• Act as a backup resource for Help Desk leadership when needed.
• Develop and maintain knowledge base articles, SOPs, and technical runbooks to improve first-contact resolution rates.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
• 6+ years of progressive IT support experience.
• 2+ years supporting a senior-level, Tier III, escalation, lead, or advanced support function.
• Advanced troubleshooting experience within Windows 11 enterprise environments, including:
• Registry
• Event Logs
• Group Policy
• BitLocker
• Driver management
• Experience supporting macOS in an enterprise environment.
• Hands-on administration of Microsoft 365 services, including:
• Exchange Online
• Teams
• OneDrive
• SharePoint Online
• Experience supporting hybrid identity environments with:
• Active Directory
• MFA
• Conditional Access
• Authentication troubleshooting
• Practical PowerShell skills for administration and automation.
• Experience working with modern endpoint management platforms such as:
• SCCM
• Experience supporting endpoint security solutions and investigating security alerts.

Preferred Qualifications

While not required, the following certifications are highly desirable:

• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• Microsoft Identity and Access Administrator (SC-300)
• Apple Certified Support Professional (ACSP)

Ideal Candidate Profile

You may be a strong fit if you have experience as a:

• Help Desk Analyst III
• Senior Help Desk Analyst
• Endpoint Support Engineer
• Service Desk Escalation Engineer
• End User Services Analyst
• Systems Support Specialist

You thrive in complex technical environments, enjoy mentoring others, and take pride in delivering outstanding support experiences while continuously improving IT operations.

Benefit offerings include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits,

EAP program, commuter benefits, and 401K plan. Our program provides employees the flexibility to choose the type

of coverage that meets their individual needs. Available paid leave may include Paid Sick Leave, where required by

law; any other paid leave required by Federal, State, or local law; and Holiday pay upon meeting eligibility criteria.

Equal Opportunity Employer/Veterans/Disabled

To read our Candidate Privacy Information Statement, please navigate to https://www.lhh.com/us/en/candidate-privacy

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

The California Fair Chance Act

Los Angeles City Fair Chance Ordinance

Los Angeles County Fair Chance Ordinance for Employers