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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Level 3 IT Analyst - **Company:** Brio Water Technology, Inc. - **Location:** Glendale, CA, United States - **Experience:** Experienced - **Salary:** $80,000.0 - $100,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Antivirus Softwares, JIRA, Microsoft Azure, Backup Devices, Microsoft Online Services, Business Software, Business Systems, CompTIA Network+, CompTIA Security+, System Configuration, Dynamic Host Configuration Protocol, Desktop Computing, Domain Name System (DNS), Multi-Factor Authentication, Hyper-V, Networking Hardware, Virtual Private Networks (VPN), System Center Configuration Manager, Windows Servers, Network Architecture, Networking Basics, Network Connections, Windows PowerShell, Role-Based Access Control, Azure Active Directory, Cloud Services, Remote Infrastructure Management, Remote Service Software, Microsoft SharePoint, Software Deployment, TCP/IP, User Provisioning Software, Virtualization Technology, Software Vulnerability Management, Backup and Restore, Wireless Access Point, Wi-Fi Technology, Scripting, ServiceNow IT Service Management, Break Fix, Reliability of Systems, Peripherals, Firewalls (Computer Science), Microsoft InTune, Microsoft Onedrive, Information Technology, Patch Management, Laptops, Zendesk, Network Server, Servicenow, User Accounts, Vmware - **Published:** July 12, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=dc8b2ed43357849f ## About the Role * 5+ years of experience in IT support, desktop support, systems support, help desk, or a similar technical role. * Experience handling escalated technical issues beyond basic help desk support. * Strong hands-on troubleshooting skills in Windows-based environments and common business applications. * Experience with Active Directory, Microsoft 365, and user/account administration. * Working knowledge of Microsoft 365 services, including Exchange Online, Teams, OneDrive, SharePoint, and license management. * Familiarity with endpoint management, software deployment, patching, remote support tools, and asset management practices. * Solid understanding of networking fundamentals, including DNS, DHCP, VPN, Wi-Fi, TCP/IP, switching, firewalls, and basic connectivity troubleshooting. * Experience using IT ticketing systems such as Jira Service Management, Freshservice, Zendesk, ServiceNow, or similar platforms. * Ability to troubleshoot hardware, software, account access, permissions, network, printer, mobile device, and application issues. * Ability to monitor systems, review alerts, investigate issues, and escalate or resolve problems appropriately. * Strong documentation skills with the ability to clearly record troubleshooting steps, resolutions, procedures, and system changes. * Ability to prioritize and manage multiple tickets, requests, and project tasks in a fast-paced environment. * Strong communication skills with the ability to explain technical issues clearly to both technical and non-technical users. * Strong customer service mindset with the ability to remain professional and calm when handling urgent or complex issues. * Ability to work independently, take ownership of assigned work, and know when to escalate or request assistance. Preferred Qualifications * Experience with Windows Server administration. * Experience with Microsoft Entra ID / Azure AD. * Experience with endpoint management platforms such as Microsoft Intune, SCCM, PDQ, NinjaOne, ConnectWise, Kaseya, or similar tools. * Experience supporting backup systems, antivirus/EDR tools, monitoring platforms, and remote management tools. * Experience with virtualization platforms such as VMware or Hyper-V. * Basic scripting or automation experience, especially with PowerShell. * Experience supporting switches, firewalls, wireless access points, VPNs, and other network infrastructure. * Familiarity with cybersecurity best practices, including MFA, least privilege, patch management, endpoint protection, vulnerability remediation, and access reviews. * IT certifications such as CompTIA Network+, Security+, Microsoft 365, Azure Fundamentals, MD-102, or similar are a plus but not required. ## Description We are seeking a Level 3 IT Analyst to join our IT team. This hands-on technical role serves as an escalation point for Level 2 support staff and is responsible for resolving more complex IT tickets, supporting business-critical systems, monitoring infrastructure, and assisting with IT projects. The ideal candidate has strong troubleshooting skills, solid experience supporting Microsoft-based environments, and the ability to take ownership of technical issues from investigation through resolution. This role is primarily ticket-focused but will also assist with system administration, endpoint management, security initiatives, infrastructure maintenance, documentation, and technology improvement projects. This is a strong opportunity for an experienced IT support professional who is ready to grow further into systems administration while remaining closely connected to day-to-day business support. What you'll do * Provide Level 3 technical support for escalated IT issues involving desktops, laptops, mobile devices, printers, peripherals, operating systems, business applications, user accounts, permissions, network connectivity, and cloud services. * Serve as an escalation point for Level 2 IT staff, assisting with advanced troubleshooting, root-cause analysis, and resolution of complex or recurring support issues. * Manage, prioritize, document, and resolve assigned tickets in the IT ticketing system while maintaining clear communication with end users and internal IT team members. * Support and administer user accounts, groups, permissions, mailboxes, shared resources, and access controls in Active Directory, Microsoft 365, and related business systems. * Assist with administration and support of Microsoft 365 services, including Exchange Online, Teams, SharePoint, OneDrive, licensing, and user access. * Monitor IT systems, alerts, endpoint security tools, backups, network connectivity, and infrastructure health to identify and address issues before they affect business operations. * Assist with endpoint management, including device configuration, patching, software deployment, system updates, hardware troubleshooting, and workstation lifecycle management. * Support onboarding and offboarding processes, including account setup, hardware preparation, access provisioning, license assignment, and equipment recovery. * Assist with IT projects such as system upgrades, application deployments, hardware refreshes, office technology improvements, security enhancements, migrations, and infrastructure changes. * Perform routine maintenance and basic administration for servers, network equipment, cloud services, backup systems, endpoint tools, and other IT platforms as assigned. * Work with vendors, service providers, and software support teams to troubleshoot issues, coordinate repairs, and implement approved solutions. * Identify recurring technical issues and recommend improvements to reduce ticket volume, improve system reliability, and strengthen IT service delivery. * Create and maintain technical documentation, including troubleshooting procedures, system notes, knowledge base articles, configuration standards, and support guides. * Assist in enforcing IT policies, security standards, access controls, patching requirements, and endpoint protection practices. * Provide guidance and support to Level 1 and Level 2 technicians, helping improve troubleshooting consistency, documentation quality, and escalation procedures. * Maintain a professional, service-oriented approach when supporting end users, departments, vendors, and internal IT staff. ## Related Videos - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [WebAssembly: The Next Frontier of Cloud Computing](https://www.wearedevelopers.com/videos/972-webassembly-the-next-frontier-of-cloud-computing) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Checkmate: 5 Real Incidents That Can End a Software Company](https://www.wearedevelopers.com/videos/100126-checkmate-5-real-incidents-that-can-end-a-software-company) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers)