Senior IT Service Delivery Analyst - Hybrid & Tier-3 Support

Zohorecruit; North Carolina; Hybrid; USD 85,000 - 110,000; Full time

Benefits offered by this job

401(k) match

Education assistance

Referral bonuses

Employee recognition

Casual dress code

Summer hours

Generous PTO

Medical benefits

Dental benefits

Vision benefits

Job summary

Symbiotic Services in Greensboro, NC, seeks a Service Delivery Analyst III to act as a technical expert and Tier-3 support contact for end users. This role handles escalated issues, drives root cause analysis, and ensures the stability of end-user technology across the organization.

The ideal candidate will manage testing, documentation, and deployment of devices while mentoring junior analysts in a hybrid work environment with a strong customer-service focus.

Qualifications

• Bachelor’s degree in IT or related field.
• 5+ years IT support or service delivery experience.
• Must be 21 years of age or older.
• Proficient with Microsoft Office Suite and ITSM tools.
• Strong problem-solving, communication, and time management skills.

Responsibilities

• Act as the primary escalation point for complex issues and Tier-3 end-user support.
• Analyze and resolve advanced problems, collaborating with Tier-2 teams and vendors.
• Lead testing, documentation, and validation of hardware, software, and configurations.
• Manage system maintenance, updates, and pilot deployments for end-user devices.
• Develop and maintain knowledge base articles to support IT operations.
• Support asset management, including device procurement, tracking, and updates.
• Guide junior analysts and share troubleshooting documentation.
• Maintain strong customer service focus in cross-functional teams.

Skills

Problem solving

Communication

Time management

Microsoft Office Suite

ITSM tools

Education

Bachelor’s degree in Information Systems / Information Technology

Tools

Microsoft Intune

Jamf Pro

Azure Active Directory

Job description

Symbiotic Services in Greensboro, NC, seeks a Service Delivery Analyst III to act as a technical expert and Tier-3 support contact for end users. This role handles escalated issues, drives root cause analysis, and ensures the stability of end-user technology across the organization.

The ideal candidate will manage testing, documentation, and deployment of devices while mentoring junior analysts in a hybrid work environment with a strong customer-service focus.