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Service Desk Technician III

Dominium Management Services, LLC Dallas, TX

Dallas, TX

Today

Full time Desk Service Technician

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Job Description

Senior Service Desk Technician III delivering advanced IT support for end users, endpoints, applications, collaboration platforms, and enterprise systems onsite in Dallas, TX.

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

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