Senior Help Desk Analyst – Escalations & Endpoint Expert

Windward Risk Managers; Boca Raton (FL); Sur place; USD 75 000 - 110 000; Plein temps

Avantages offerts par ce poste

Fortune: Best Medium Workplace 2026

100% employer paid health insurance

Up to 6% 401(k) match with immediate v

Long-term and short-term disability

3 weeks PTO + holidays

Tuition reimbursement and CE support

Collaborative and growth focused work

Résumé du poste

Windward Risk Managers is seeking an experienced Help Desk Analyst III to serve as a senior technical resource within the IT Help Desk. This hands-on role handles complex incidents, mentors junior technicians, and partners with Infrastructure, Systems, Network and Security teams on advanced troubleshooting.

The position is full-time and in-person at the Boca Raton, FL office; remote/hybrid work is not available.

Qualifications

• At least 5 years of progressive hands-on IT support experience with senior-level escalations.
• Strong knowledge of Windows endpoint support, Microsoft 365, Exchange Online, Active Directory and Microsoft Entra ID.
• Ability to diagnose complex hardware, software, identity, connectivity and endpoint management issues beyond scripted troubleshooting.
• Working knowledge of DNS, DHCP, TCP/IP, VPN connectivity and common network troubleshooting tools.
• Experience with RMM platforms, remote support, patching, software deployment and endpoint lifecycle management.
• Experience using an ITSM ticketing platform and maintaining audit-ready ticket documentation.
• Strong judgment, prioritization, customer service, communication and mentoring skills; ability to work effectively in a fast-paced onsite support environment.

Responsabilités

• Own and resolve advanced Level 2 escalations and complex Level 3 incidents with root-cause analysis.
• Provide expert remote and onsite support for Windows 11 and macOS endpoints.
• Troubleshoot Microsoft 365 and Exchange Online issues including Outlook, Teams, OneDrive and permissions.
• Perform Advanced Active Directory and Microsoft Entra ID troubleshooting and access controls.
• Diagnose network and remote access issues using DNS, DHCP, TCP/IP, VPN; coordinate with Network/Security.
• Use NinjaOne and other tools to investigate endpoint health, deploy software and support patch remediation.
• Lead onboarding/offboarding, device replacement and hardware lifecycle tasks with accurate provisioning.
• Own Help Desk workstreams in migrations, OS upgrades, deployments and ticketing initiatives.
• Mentor Level 1/2 analysts, establish escalation standards and reduce repeat incidents.
• Maintain tickets, notes, knowledge articles and SOPs; ensure security and change management compliance.

Connaissances

Windows endpoint support

Microsoft 365

Exchange Online

Active Directory

Microsoft Entra ID

DNS

DHCP

TCP/IP

VPN

RMM platforms

ITSM ticketing

End-user support

Mentoring

Outils

NinjaOne

HaloITSM

ManageEngine ServiceDesk Plus

Description du poste

Windward Risk Managers is seeking an experienced Help Desk Analyst III to serve as a senior technical resource within the IT Help Desk. This hands-on role handles complex incidents, mentors junior technicians, and partners with Infrastructure, Systems, Network and Security teams on advanced troubleshooting.

The position is full-time and in-person at the Boca Raton, FL office; remote/hybrid work is not available.