Level 3 IT Analyst: Escalation & Systems Expert

briowt; Glendale (CA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401K Retirement Plan

Paid Vacation Time

Paid Holidays

Job summary

Brio Water Technology, a Home Organizers, Inc. company, is seeking a Level 3 IT Analyst to join our IT team.

This hands‑on role serves as an escalation point for Level 2 support staff and handles complex IT tickets, system administration tasks, and infrastructure monitoring. The ideal candidate has strong troubleshooting skills, solid experience supporting Microsoft‑based environments, and the ability to take ownership of technical issues from investigation through resolution.

Qualifications

• 5+ years in IT support, desktop or systems support.
• Strong troubleshooting in Windows-based environments.
• Experience with AD, Microsoft 365, and license management.
• Knowledge of networking basics and security concepts.
• Proficient with IT ticketing systems such as Jira Service Management or similar.

Responsibilities

• Provide Level 3 support for escalated IT issues across devices and apps.
• Assist Level 2 with advanced troubleshooting and root-cause analysis.
• Manage tickets in the IT system and communicate with users clearly.
• Administer AD, M365 services, licenses, and access controls.
• Monitor systems, backups, security tools, and network health.
• Support onboarding/offboarding, deployments, and project tasks.
• Document troubleshooting steps and maintain runbooks.
• Collaborate with vendors and IT teams on approved solutions.
• Help drive IT improvements to reduce ticket volume and improve reliability.

Skills

IT support

Windows

Active Directory

Microsoft 365

Networking basics

Ticketing systems

Tools

Jira Service Management

Freshservice

Zendesk

ServiceNow

Job description

Brio Water Technology, a Home Organizers, Inc. company, is seeking a Level 3 IT Analyst to join our IT team.

This hands‑on role serves as an escalation point for Level 2 support staff and handles complex IT tickets, system administration tasks, and infrastructure monitoring. The ideal candidate has strong troubleshooting skills, solid experience supporting Microsoft‑based environments, and the ability to take ownership of technical issues from investigation through resolution.