Senior IT Service Desk Specialist - Tier 3 Support

Colonial Group; Savannah (GA); On-site; USD 52,000 - 76,000; Full time

Job summary

Colonial Group, Inc. is seeking an IT Service Desk Support Specialist to provide advanced technical support for employees across the organization, acting as the primary day-to-day partner to the Service Desk Manager for operational oversight.

The role emphasizes escalation management, root-cause analysis, and coordination with infrastructure, security, and vendor teams to improve reliability and user experience.

Qualifications

• Service Desk/Help Desk/Desktop Support experience with escalation ownership.
• Associate degree or relevant technical certifications; ITIL Foundation preferred.

Responsibilities

• Provide advanced IT support to Colonial Group employees and manage escalations.
• Troubleshoot and resolve escalated incidents, perform root-cause analysis, and drive permanent fixes.
• Support Microsoft 365 apps (Outlook, Teams, OneDrive/SharePoint) and coordinate remediation.
• Oversee desktop/laptop peripherals and network printing, document procedures and ticketing standards.

Skills

Service Desk

ITSM tooling

Windows troubleshooting

Microsoft 365

Education

Associate degree or relevant IT certs

Tools

Microsoft 365

Intune

PDI

Job description

Colonial Group, Inc. is seeking an IT Service Desk Support Specialist to provide advanced technical support for employees across the organization, acting as the primary day-to-day partner to the Service Desk Manager for operational oversight.

The role emphasizes escalation management, root-cause analysis, and coordination with infrastructure, security, and vendor teams to improve reliability and user experience.