Tier 3 IT Service Desk Analyst – Lead

Job Title

Tier 3 IT Service Desk Analyst - Lead

This position is available as an on-site assignment in San Antonio.

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.

Salaried

• Serve as the final escalation point for advanced or highly complex technical issues across systems, hardware, software, Microsoft 365, Entra , networking, and enterprise applications.
• Perform expert‑level diagnosis using logs, packet captures, Power Shell/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 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.

Reports to:

Senior I.T. Manager

Supervises: NA

• 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.

• 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…