What are the responsibilities and job description for the Service Desk Analyst position at Vertisystem Inc.?
Tier 3 Service Desk Analyst (New York City)
We re looking for a highly skilled Tier 3 Service Desk Analyst to join a fast-growing IT team in New York. This is a hands-on, high-impact role for someone who thrives in complex technical environments, takes full ownership of issues, and enjoys improving how IT support operates at scale.
What you ll do
- Act as the final escalation point for advanced technical issues across software, hardware, SaaS, identity, and networking
- Manage and support macOS and Windows environments using Jamf Pro and Microsoft Intune
- Administer and optimize Google Workspace (Gmail, Drive, Docs, Calendar, Admin Console, user lifecycle, permissions, security)
- Support IT projects such as office buildouts, acquisitions, application rollouts, and hardware refreshes
- Develop automation opportunities using scripting and workflow tools
- Create and maintain SOPs, documentation, and knowledge base articles
- Mentor Tier 1 and Tier 2 analysts and help improve overall service quality
What we re looking for
- 3 - 5 years in IT support with strong Tier 3 / advanced troubleshooting experience
- Strong hands-on experience with macOS, Windows 10/11, Jamf Pro, Intune, and Google Workspace
- Experience with VPNs, SSO, endpoint security, and compliance practices
- Strong documentation skills (SOPs, troubleshooting guides, technical write-ups)
- Experience with ticketing systems such as Zendesk or similar
- Strong communication, problem-solving, and ownership mindset
Nice to have
- Experience with Slack, Zoom, and collaboration tools
- Exposure to AV / conference room technology
- Experience in high-growth or M&A environments
- Familiarity with NIST, ISO 27001, or SOC 2 frameworks
- Interest in mentoring or stepping into leadership responsibilities
Location: New York City, NY
If you enjoy solving complex technical challenges, improving systems, and supporting a modern IT environment this role is for you.