Help Desk Service Desk Support Analyst III

Title: Help Desk / Service Desk Support Analyst III

Client: Atlanta Public Schools

Job ID: 65794

Duration: 07/01/2026 - 06/30/2027

Location: 130 Trinity Ave SW 1st Floor Atlanta Georgia 30303-0000

Pay rate: $22

Position: 1

Slots: 1

Closing: 06/19/2026

Job description:

Provides senior-level Tier-3 technical support and operational leadership within a K 12 public school district environment. This role serves as the highest level of escalation for complex technical incidents infrastructure-related issues enterprise application support classroom technology integration challenges and district-wide operational problems.

The Tier 3 Analyst is responsible for advanced troubleshooting root cause analysis technical coordination systems optimization operational improvement initiatives and cross-functional collaboration with infrastructure cybersecurity networking systems administration vendors and instructional technology teams. This position also supports strategic technology initiatives major incident response automation efforts and mentorship of Tier-1 and Tier-2 analysts.

This role requires deep technical expertise strong operational awareness leadership capabilities and the ability to manage highly complex support environments while maintaining exceptional customer service and communication standards.

Key Responsibilities

• Provide Tier-3 technical support for highly complex or critical incidents escalations and operational issues
• Perform advanced root cause analysis and develop sustainable long-term resolutions for recurring problems
• Serve as the primary escalation point for Tier-1 and Tier-2 support teams
• Troubleshoot and resolve advanced infrastructure systems networking identity management endpoint application and classroom technology issues
• Lead or participate in major incident response activities outage coordination and operational recovery efforts
• Collaborate with systems administrators network engineers cybersecurity teams application support teams vendors and district leadership to resolve enterprise-level issues
• Support enterprise platforms including Microsoft 365 Google Workspace Active Directory Azure AD/Entra ID Single Sign-On (SSO) Student Information Systems (SIS) endpoint management systems and instructional applications
• Monitor recurring incidents identify systemic issues and participate in problem management and operational review processes
• Design document and improve advanced troubleshooting procedures operational standards and technical knowledgebase content
• Recommend and implement automation opportunities process improvements and service optimization initiatives
• Support district technology deployments migrations upgrades integrations and infrastructure modernization projects
• Provide mentorship coaching and technical guidance to Tier-1 and Tier-2 analysts
• Assist with operational reporting trend analysis and service improvement recommendations
• Support district cybersecurity initiatives including vulnerability remediation access management audit readiness and compliance efforts
• Participate in testing validation and operational readiness activities for new technologies and system changes
• Maintain ownership of escalated issues through resolution while ensuring timely customer communication and stakeholder updates

Key Skills & Qualifications

• Expert-level troubleshooting and technical problem-solving skills
• Strong analytical and root cause analysis capabilities
• Advanced customer service communication and stakeholder management skills
• Ability to communicate complex technical information to both technical and non-technical audiences
• Strong operational awareness and incident management experience
• Experience leading or coordinating technical response activities during major incidents or outages
• Ability to mentor coach and support junior analysts and cross-functional teams
• Strong organizational documentation and process improvement skills
• Experience working in collaborative enterprise support environments
• Knowledge of cybersecurity principles identity management compliance standards and operational governance
• Ability to prioritize and manage multiple high-impact incidents and operational initiatives simultaneously
• Strong project participation and technical coordination skills

Experience

• Minimum 5 8 years of experience in Service Desk Desktop Support Systems Support Endpoint Engineering Infrastructure Support or advanced enterprise technical support roles required
• Experience supporting enterprise or large-scale K 12 education technology environments strongly preferred
• Experience supporting district-wide classroom technology enterprise collaboration platforms and instructional systems highly desirable
• Prior experience participating in enterprise technology projects migrations operational modernization or infrastructure initiatives preferred
• Experience serving as an escalation resource or technical lead preferred

Technical Requirements

• Advanced experience with IT Service Management (ITSM) platforms such as ServiceNow Freshservice Jira Service Management IIQ or equivalent systems
• Advanced knowledge of Windows operating systems endpoint management device imaging software deployment and remote support technologies
• Strong experience supporting Microsoft 365 Google Workspace Teams SharePoint Exchange Online and enterprise collaboration tools
• Advanced understanding of networking concepts including TCP/IP DNS DHCP VLANs wireless connectivity VPNs and network troubleshooting
• Experience supporting Active Directory Azure AD/Entra ID identity lifecycle management Single Sign-On (SSO) and access provisioning
• Familiarity with cybersecurity tools endpoint protection platforms vulnerability management and compliance requirements
• Experience supporting Student Information Systems (SIS) instructional applications learning platforms and classroom technologies
• Advanced knowledge of audio-visual systems conferencing technologies copiers printers and instructional presentation systems
• Experience with automation tools scripting workflow optimization or endpoint administration preferred
• Understanding of incident management problem management change management and operational governance processes
• Ability to maintain audit-compliant technical documentation operational records and knowledge management standards

Operational Expectations

• Expected to provide expert-level technical support and leadership for escalated and critical incidents
• Must maintain high-quality technical documentation root cause analysis records and operational reporting
• Expected to lead by example in customer service professionalism and operational accountability
• Supports district service quality goals operational improvement initiatives and technology modernization efforts
• Expected to identify recurring issues and proactively recommend long-term corrective actions
• Must maintain compliance with district cybersecurity audit data privacy and operational standards
• Expected to support cross-functional collaboration mentoring and knowledge transfer activities
• May participate in after-hours support emergency response activities maintenance windows and critical district initiatives as required
• Expected to contribute to operational readiness disaster recovery and continuity planning efforts