Tier 3 IT Service Desk Analyst – Lead

Transpecos Banks SSB; San Antonio (TX); On-site; USD 95,000 - 125,000; Full time

Job summary

Transpecos Banks SSB seeks a Tier 3 IT Service Desk Analyst – Lead to partner with infrastructure, cloud, networking, cybersecurity, and apps teams. You will resolve highly complex issues, mentor junior staff, and contribute to automation while maintaining strict compliance in a regulated financial environment.

The role requires deep technical diagnostic skills, strong ITIL discipline, and the ability to communicate with executives during major incidents.

Qualifications

• 4+ years of service desk, technical support, or system administration experience.
• Expert-level troubleshooting across Windows OS, Microsoft 365, networking, and enterprise systems.
• Strong ITSM/ITIL knowledge and incident/change management adeptness.
• Banking or regulated industry experience is preferred.
• Experience leading technical teams or service desk functions.

Responsibilities

• Serve as final escalation point for highly complex issues across systems and apps.
• Perform expert diagnosis using logs, PowerShell/Graph tooling, and platform diagnostics.
• Mentor Tier 1/2 analysts to improve troubleshooting and customer service.
• Lead major incidents as needed, coordinating cross-functional teams.
• Maintain ITSM workflows, SLAs, and documentation for audits.
• Support system upgrades, security patching, and enterprise changes.

Skills

Service desk experience

ITIL processes

Advanced troubleshooting

Mentoring staff

Escalation handling

Education

Associate degree in IT / CS

Bachelor's degree preferred

Certifications: Security+, CCNA, etc.

Tools

Active Directory

Azure AD

Exchange Online

Intune / SCCM

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Tier 3 IT Service Desk Analyst – Lead

Full Time San Antonio, TX, US

4 days ago Requisition ID: 1005

Job Description

Job Title: Tier 3 IT Service Desk Analyst – Lead

This position is based in our historic downtown San Antonio headquarters.

Summary:

The Tier 3 IT Service Desk Analyst – Lead partners closely with infrastructure, cloud, networking, cybersecurity, and application teams to resolve complex issues, perform deep root‑cause analysis, enhance ITSM processes, and strengthen operational maturity. The role also mentors Tier 1 and Tier 2 staff, contributes to automation and process optimization, and safeguards operational compliance in a highly regulated financial environment.

To perform this job successfully, an individual must be able to perform each of the essential duties satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Serve as the final escalation point for advanced or highly complex technical issues across systems, hardware, software, Microsoft 365, Entra ID, networking, and enterprise applications.
• Perform expert‑level diagnosis using logs, packet captures, PowerShell/Graph API tooling, OS internals, and cloud platform diagnostics.
• Resolve escalations related to authentication, MFA/Conditional Access, Intune compliance, Autopilot, network connectivity, SSO, and endpoint/EDR alerts.
• Act as a Major Incident Commander when needed, coordinating cross‑functional teams, vendor/MSP escalations, and executive communications.
• Conduct in‑depth root‑cause analysis for recurring issues and implement corrective actions in partnership with infrastructure, applications, and cybersecurity teams.
• Perform advanced system administration, including identity management, network troubleshooting, endpoint configuration, and support for core business systems.
• Provide hands‑on support for system upgrades, security patching, deployments, and enterprise‑level technology changes.
• Mentor Tier 1 and Tier 2 analysts to improve troubleshooting, documentation, and customer service capability.
• Contribute to ITSM practices by improving workflows, documentation, SLAs, and performance reporting.
• Develop and maintain knowledge‑base articles, troubleshooting guides, and process documentation.
• Participate in change management processes, Evaluate technical risk for changes, validate post‑implementation success, and support controlled change windows.
• Participate as a technical SME on projects involving cloud services, security enhancements, endpoint modernization, or application rollouts.
• Ensure escalations meet FFIEC, GLBA, and internal audit requirements by maintaining complete technical evidence and artifacts.
• Support DLP incident investigations, access reviews, account anomaly analysis, and security control validation.
• Assist with preparing audit packages, screenshots, logs, and change evidence as required
• Maintain strong customer service focus and ensure timely communication with stakeholders.
• Carries out responsibilities in a manner consistent with our values and operating principles, in accordance with policy and applicable laws, and with a commitment to commitment to continuous improvement and process excellence.
• Any other duties as assigned.
• Effective resolution of Tier 3 incidents, requests, and escalations within defined SLAs.
• Accurate and complete documentation of technical processes and root‑cause analysis findings.
• Successful execution of major incident leadership responsibilities.
• High-quality mentorship and support for Tier 1 and Tier 2 staff.
• Reduced recurrence of issues through proactive improvements and preventive measures.
• High internal customer satisfaction scores.

Organizational Structure:

Reports to: Senior I.T. Manager

Qualifications:

Education:

• Minimum: Associate degree in Information Technology, Computer Science, Cybersecurity, or related field; OR equivalent hands‑on technical experience.
• Preferred: Bachelor’s degree in an IT‑related field; advanced certifications such as CompTIA Security+, Network+, CySA+, Microsoft 365 Enterprise Administrator, Microsoft AZ-900, AZ-104, AZ-700, SC-300, MD-102, CCNA or equivalent networking certification

Required Knowledge/Skills:

Minimum:

• 4+ years of experience in service desk, technical support, or system administration roles.
• Expert‑level troubleshooting skills across Windows OS, Microsoft 365, networking, and standard enterprise systems.
• Proficiency with Active Directory, Azure AD, Exchange Online, endpoint management tools (Intune, SCCM, etc.).
• Strong understanding of ITSM/ITIL processes (incident, problem, change, request fulfillment).
• Ability to diagnose and resolve advanced hardware, software, and connectivity issues.
• Experience supporting enterprise business applications.

Preferred:

• Experience in banking, financial services, or regulated industry environments.
• Advanced scripting or automation experience (PowerShell preferred).
• Experience leading technical teams or service desk support functions.
• Familiarity with cybersecurity tools, SIEM platforms, and vulnerability remediation.

Desired Experiences:

• Leading or coordinating major incident response activities.
• Managing escalations and mentoring lower-tier support teams.
• Assisting with enterprise system upgrades, migrations, and implementations.
• Documenting root‑cause analysis findings and improving long‑term system reliability.
• Supporting cross‑departmental IT projects as a technical subject matter expert.

Talents:

• Strong positivity.
• Mission driven, competitive, goal oriented, and motivated to develop themselves and others.
• Energetic, resourceful, and appropriate work intensity to get the work done
• Strong people acumen and relationship skills; Naturally pre-disposed to quickly establish positive personal and professional relationships.

Other:

• Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
• Must be able to lift to 20 pounds.
• Ability to maintain confidentiality and handle sensitive information securely.
• Ability to work extended or after‑hours shifts during major incidents or scheduled maintenance windows.