Service Desk Engineer III

Infinity Technology Services is hiring a Service Desk Engineer III for an onsite role in Kansas City, MO. This full-time position offers $60,000 to $75,000 per year and a career path with real room to grow through leadership, technical escalations, and mentorship. You will work in a fast-paced environment that values preventative thinking, strong customer communication, and continuous improvement.

What you’ll do

• Act as the escalation point for complex IT incidents across desktop, server, network, and cloud environments.
• Lead technical project work for system migrations, new client onboarding, network deployments, cloud solutions, server upgrades, and related initiatives.
• Perform advanced diagnostics, root cause analysis, and develop long-term solutions for recurring problems.
• Mentor and support Service Desk Engineers I and II, helping drive skills development and collaboration.
• Partner with internal teams and clients to implement infrastructure upgrades and process enhancements.
• Maintain accurate service ticket documentation and management within SLA guidelines.
• Review support trends to suggest and implement preventative measures.
• Support client needs through a rotating on-call schedule (nights/weekends) and after-hours work as needed for maintenance windows.
• Travel locally to client sites as needed, which may be on short notice.

What you bring

• 5+ years of IT support experience, including 1+ year in a senior/escalation-level role.
• Strong troubleshooting skills across Windows, networking, and cloud systems.
• Excellent communication and customer service skills.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Experience working independently and managing complex issues with minimal supervision.
• Demonstrated ability to lead knowledge-sharing and process improvements.

Tools and technologies

You’ll work with environments including Windows, macOS, Linux, Windows Server 2016–2024, Microsoft 365, Exchange Online, and Teams, along with Active Directory, Group Policy, VPN, and firewall configuration. Additional coverage includes Meraki, Palo Alto, Fortinet, Check Point, TCP/IP, DHCP, DNS, VLANs, VOIP systems (including 3CX and RingCentral), and backup and disaster recovery solutions plus RMM tools and endpoint management platforms. Cloud experience includes Azure, along with security tools and common end-user hardware support (printers, cabling).

Benefits

• Health, Dental, and Vision Insurance
• 401(k) retirement plan
• Paid Time Off (PTO)
• Supplemental insurance options
• Training & certification reimbursement
• Opportunities for career growth and leadership

Preferred

• Experience in a Managed Service Provider (MSP) environment.
• Certifications such as CompTIA (A+, Network+), Microsoft (MCP/MCSA), or Cisco (CCNA).
• Familiarity with ticketing systems and documentation platforms.

Schedule and logistics

• Job type: Full-time
• Schedule: Monday to Friday (primary), with rotating on-call nights/weekends and after-hours work as needed
• Work location: In person (Onsite)
• Ability to commute: Kansas City, MO 64110 (Required)
• Ability to relocate: Kansas City, MO 64110: Relocate before starting work (Required)

Salary: $60,000 – $75,000 per year