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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Analyst III - **Company:** Kforce Inc. - **Location:** Boca Raton, FL, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Android Software Development, Apple IOS, Apple Mac Systems, ARM Architecture, User Authentication, BitLocker Drive Encryption, Microsoft Online Services, Databases, Multi-Factor Authentication, Event Logging, Virtual Private Networks (VPN), System Center Configuration Manager, Windows PowerShell, Queue Management Systems, Azure Active Directory, Runbook, Microsoft SharePoint, User Provisioning Software, Microsoft InTune, Microsoft Onedrive, Information Technology, 3-tier Architectures - **Published:** September 28, 2026 - **Apply:** https://www.dice.com/job-detail/b722bffc-f9e1-482c-96a9-c066e5ad1719 ## About the Role * Bachelor's degree in Information Technology, Computer Science, or related field; equivalent experience considered * 6+ years of IT support experience, including at least 2 years in a senior, Tier 3, or escalation-focused support role * Advanced Windows 11 troubleshooting experience, including registry, event logs, Group Policy, BitLocker, drivers, and user profiles * Hands-on administration of Microsoft 365 services, including Exchange Online, Teams, OneDrive, and SharePoint Online * Experience supporting Active Directory and Microsoft Entra ID environments, including MFA, Conditional Access, user provisioning, and authentication troubleshooting * PowerShell experience for administration and automation tasks * Experience with endpoint management tools such as Microsoft Intune, SCCM, or similar platforms * Experience with endpoint security solutions such as Microsoft Defender, CrowdStrike, Cortex XDR, or comparable tools * Working knowledge of macOS in an enterprise environment Preferred Certifications: * CompTIA A+, Network+, or Security+ * Microsoft Certifications (MD-102, Endpoint Administrator Associate, AZ-900, SC-300) * Apple Certified Support Professional (ACSP) ## Description Kforce has a client that is seeking an experienced Help Desk Analyst III in Boca Raton, FL to serve as the senior technical escalation resource within the IT Support organization. This role is responsible for resolving complex end-user issues, mentoring junior support staff, improving Help Desk processes, and partnering with infrastructure and security teams to enhance operational efficiency. The ideal candidate combines advanced technical troubleshooting expertise with strong leadership and customer service skills., * Serve as the Tier 3 escalation point for complex incidents and service requests * Troubleshoot Windows 11, macOS, iOS, Android, Microsoft 365, Microsoft Teams, OneDrive, SharePoint Online, VPN, MFA, Active Directory, and Microsoft Entra ID issues * Perform root-cause analysis for recurring and high-impact problems and drive preventative solutions * Analyze ticket trends and collaborate with Infrastructure, Security, Network, and Database teams on remediation efforts * Mentor and provide technical guidance to Tier 1 and Tier 2 support staff * Review ticket quality and promote best practices in customer service and incident resolution * Assist with queue management, incident prioritization, and escalation coordination * Create and maintain knowledge base articles, runbooks, and standard operating procedures ## Related Videos - [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) - [Kubernetes and Microservices with Multi-Model Databases](https://www.wearedevelopers.com/videos/382-kubernetes-and-microservices-with-multi-model-databases) - [Xcode development redefAIned](https://www.wearedevelopers.com/videos/100195-xcode-development-redefained) - [Technical Documentation - How Can I Write Them Better and Why Should I Care?](https://www.wearedevelopers.com/videos/681-technical-documentation-how-can-i-write-them-better-and-why-should-i-care) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) - [Harnessing Apple Intelligence: Live Coding with Swift for iOS](https://www.wearedevelopers.com/videos/1515-harnessing-apple-intelligence-live-coding-with-swift-for-ios) ## Related Articles - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Top-Paying Tech Jobs (with Salaries)](https://www.wearedevelopers.com/magazine/372-top-paying-tech-jobs-with-salaries)