What are the responsibilities and job description for the Tier 3 Service Desk Analyst position at Vertisystem Inc.?
Position: Tier 3 Service Desk Analyst
Contract Duration: 6 months (possible to extend)
Location: New York, NY 10011 (Onsite)
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.
Salary : $32 - $36