Service Desk Technician III

Responsibilities

• Provide a high quality customer experience with professional, timely, and effective IT support.
• Track incidents and requests from initial intake to resolution within the IT service management platform.
• Communicate proactively with users about issue status, outages, and final resolutions.
• Offer advanced assistance for hardware, software, operating systems, mobile devices, printers, and enterprise applications.
• Serve as an escalation resource for complex incidents and service requests.
• Diagnose, troubleshoot, and resolve issues across on prem, cloud, and hybrid environments.
• Coordinate with infrastructure, security, and application teams to resolve cross functional issues.
• Support Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint, and related tools.
• Create and maintain support documentation, knowledge articles, and standard operating procedures.
• Identify recurring issues and recommend long term corrective actions.
• Participate in Problem Management to reduce incident volume and improve service stability.
• Contribute to process improvements and service automation initiatives.
• Assist with endpoint security, vulnerability remediation, MFA support, device compliance, and access management.
• Support audits, compliance requirements, and asset management processes as required.
• Mentor and provide technical guidance to Service Desk Technicians I and II.
• Assist with onboarding and training of new team members.
• Share technical expertise and best practices across the IT organization.
• Support hardware deployment, imaging, refresh cycles, and lifecycle management activities.
• Assist with office moves, technology rollouts, and enterprise technology projects.
• Perform other duties as assigned.

Requirements

• Associate degree in Information Technology, Computer Science, or a related field; equivalent experience may be considered.
• Certifications such as CompTIA A+, Network+, Security+, or equivalent.
• Minimum five years of progressive IT support or service desk experience.
• Experience supporting enterprise users in a Microsoft centric environment.
• Experience working with an ITSM platform such as ServiceNow, Ivanti, Freshservice, or similar.
• Proficiency with Windows 11 and Microsoft 365 ecosystem.
• Knowledge of Microsoft Entra ID (Azure AD) and Active Directory.
• Experience with Microsoft Intune or equivalent endpoint management tools.
• Familiarity with Microsoft Teams, SharePoint, OneDrive, and Exchange Online.
• VPN, networking fundamentals, DNS, DHCP, and Wi-Fi troubleshooting skills.
• Experience using remote support tools and endpoint management technologies.
• Experience supporting mobile device management solutions.
• Hardware lifecycle management and asset tracking experience.
• Experience with remote support for internet and telephony services and access control systems.

Technologies

• Windows 11
• Microsoft 365 suite
• Outlook, Microsoft Teams, OneDrive, SharePoint, Exchange Online
• Microsoft Entra ID (Azure AD) and Active Directory
• Microsoft Intune
• VPN, DNS, DHCP, Wi-Fi
• Remote support tools and endpoint management technologies
• MDM solutions
• ServiceNow, Ivanti, Freshservice

Benefits

• Competitive salary
• Incentive bonus program
• Training and development programs
• Career growth opportunities
• Community volunteer and outreach programs
• Comprehensive benefits package
• Basic Life and AD&D insurance
• Supplemental Life and AD&D coverage for employee, spouse, and dependents
• Short and Long-Term Disability insurance
• Medical, Dental, and Vision coverage
• Health Savings Account and Flexible Spending Accounts
• Voluntary benefits including Accident, Critical Illness, Whole Life
• Employee Assistance Program
• 401(k) plan
• Health and Financial Wellness programs
• Paid time off with holidays and floating holidays
• Paid parental leave
• Education reimbursement
• Employee recognition programs
• Dominium Employee Emergency Fund