Service Delivery Analyst III

Symbiotic Services; North Carolina; Presencial; USD 85.000 - 110.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

401(k) match

Education assistance

Referral bonuses

Employee recognition

Casual dress code

Summer hours

Generous PTO

Medical benefits

Dental benefits

Vision benefits

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Problem solving

Communication

Time management

Microsoft Office Suite

ITSM tools

Educación

Bachelor’s degree in Information Systems / Information Technology

Herramientas

Microsoft Intune

Jamf Pro

Azure Active Directory

Descripción del empleo

Greensboro, United States | Posted on 11/18/2025

Service Delivery Analyst III

Location: Greensboro, NC

Employment Type: Full-Time

Recruiting Firm: Symbiotic Services

Overview

Symbiotic Services is seeking a Service Delivery Analyst III to serve asa technical expert and Tier-3 support contact for end users. This role involveshandling escalated technical issues, driving root cause analysis, and ensuringthe stability and performance of end-user technology across the organization.

Key Responsibilities

• Act as the primary escalationpoint for complex technical issues and provide Tier-3 end-user support.
  
• Analyze and resolve advancedtechnical problems, collaborating with Tier-2 teams and external vendors.
  
• Lead testing, documentation, andvalidation of new hardware, software, and configurations.
  
• Manage system maintenance,updates, and pilot deployments for end-user devices.
  
• Develop and maintain detailedknowledge base articles to support ongoing IT operations.
  
• Support asset managementprocesses, including device procurement, tracking, and updates.
  
• Guide junior analysts and overseeknowledge transfer and troubleshooting documentation.
  
• Maintain a strong customerservice focus while working independently or as part of a cross-functionalteam.
  

Minimum Qualifications

• Bachelor’s degree in InformationSystems, Information Technology, or a related field.
  
• Minimum of 5 years of relevant ITsupport or service delivery experience.
  
• Must be 21 years of age or older.
  
• Proficient with Microsoft OfficeSuite and IT service management tools.
  
• Strong problem-solving,communication, and time management skills.
  

Preferred Qualifications

• Experience managing devices usingMicrosoft Intune, Jamf Pro, and Azure Active Directory.
  
• Knowledge of endpoint securitytools, Zero Trust architecture, and compliance enforcement.
  
• Familiarity with ITIL or ITSMprocesses including incident, request, and change management.
  
• Hybrid work environment within-office and remote flexibility.
  
• Requires regular computer use,occasional lifting (up to 50 lbs.), and extended periods of sitting orstanding.
  
• Comprehensive benefits packageincluding medical, dental, vision, life, and disability coverage
  
• 401(k) plan withdollar-for-dollar match up to 6% plus 5% annual company contribution
  
• 15 company-paid holidays andgenerous paid time off
  
• Casual dress code and summerhours
  
• Education assistance, referralbonuses, and employee recognition programs