Temporary Help Desk Analyst III (On-site)

***** Temporary with possibility to become permanent *****

Position Summary: 

The Help Desk Analyst, Level 3 serves as the senior technical resource and final escalation point inside the Help Desk before tickets are routed to Systems, Network, or Database. You will personally resolve the most complex end-user incidents, act as the floor lead for our Tier 1 and Tier 2 analysts, own the operational maturity of our Help Desk processes, and partner with our Systems and Security teams on projects that touch every employee in the organization.

Essential Functions:

• Serve as the Tier 3 escalation point for all incidents and service requests that cannot be resolved at Tier 1 or Tier 2. This includes deep troubleshooting of Windows 11 endpoints, macOS devices, mobile devices (iOS / Android), Microsoft 365 services, Microsoft Teams, OneDrive, SharePoint Online, VPN, MFA, and identity issues across our Active Directory and Microsoft Entra ID environments.
• Own root-cause analysis for recurring and high-impact issues; identify trends across ticket data, propose preventive solutions, and drive them to implementation in coordination with Systems, Network, Database, and Security teams.
• Mentor, coach, and provide technical guidance to Tier 1 and Tier 2 Help Desk analysts; review their tickets for quality, and model excellent customer service.
• Act as backup to the IT Systems Manager for Help Desk operational decisions in their absence, including ticket triage, queue management, escalation calls, and prioritization during incidents.
• Author, maintain, and publish knowledge base articles, runbooks, and standard operating procedures so Tier 1 and Tier 2 can resolve repeat issues independently.

Required Education and Experience:

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent combination of education and relevant work experience.
• 6 years of progressive end-user / IT support experience, with at least 2 years at a Tier 3, Level 3, or senior help-desk capacity (escalation point, mentor, or floor lead).
• Demonstrated mastery of Windows 11 enterprise troubleshooting (registry, event logs, group policy, BitLocker recovery, driver and profile issues) and working knowledge of macOS in a managed business environment.
• Hands-on administration of Microsoft 365 (Exchange Online, Teams, OneDrive, SharePoint Online) and hybrid identity across Microsoft Entra ID and on-premises Active Directory, including user lifecycle, MFA, conditional access, and sign-in log analysis.
• Practical PowerShell skills for Microsoft 365, Active Directory, and Microsoft Graph automation, able to write, modify, and explain existing scripts.
• Hands-on experience with at least one modern endpoint management / RMM platform (e.g., NinjaOne, Microsoft Intune, SCCM) and at least one modern EDR / endpoint security platform (e.g., Cortex XDR, CrowdStrike Falcon, Microsoft Defender for Endpoint), including alert investigation.

Preferred Certifications:

Certifications are not strictly required, but the following will significantly strengthen a candidate's application. We will sponsor continued certification for the right candidate.

• CompTIA A , Network , Security
• Microsoft Certified: MD-102, Endpoint Administrator Associate, AZ-900, SC-300
• Apple Certified Support Professional (ACSP)
   

Due to current business and operational considerations, we currently hire employees residing in the following states at this time: AL, AR, CA, CT, FL, GA, KY, MO, NC, NV, OH, SC, TN, TX, VA, and WI.

Candidates must be authorized to work for any employer in the U.S. without requiring visa sponsorship now or in the future.

WRM is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, or veteran status. We take affirmative action to ensure that all employment decisions are based on merit, qualifications, and abilities.

Notice to Third Party Agencies: WRM does not accept unsolicited resumes from third party recruiting firms. Absent a signed Service Agreement by WRM’s Human Resources Department, WRM reserves the right to pursue and hire these candidates without financial obligation to recruiters or agencies.