Help Desk Technician III

We are seeking an experienced and highly skilled IT professional to join our Helpdesk team at our Headquarters. The Tier III Helpdesk Technician serves as a senior technical resource for the organization, handling complex escalations, resolving advanced technical issues, and supporting the reliability, security, and performance of the firm's IT environment.

This role is responsible for providing advanced troubleshooting and technical guidance across the organization while supporting IT infrastructure, endpoint management, system administration, and technology-related projects. The Tier III Technician works closely with Tier I and Tier II technicians, helping resolve difficult incidents, improve support processes, and develop the technical capabilities of the broader IT team.

The ideal candidate will have a minimum of 4 years of IT support experience, strong technical troubleshooting and analytical skills, and demonstrated expertise in Active Directory, Group Policy, hardware and software troubleshooting, printer management, IP phone systems, computer imaging and deployment, and network diagnostics. Experience administering enterprise IT environments and leading technical projects is highly desirable.

As employees progress in experience, education, and performance consistency, promotional opportunities may become available. Our firm maintains a collegial work environment that prioritizes internal promotion, training, and professional development.

• Serve as the senior escalation point for complex technical incidents that cannot be resolved by Tier I or Tier II support.
• Diagnose and resolve advanced hardware, software, operating system, connectivity, application, and endpoint issues across the organization.
• Configure, administer, troubleshoot, and maintain desktops, laptops, tablets, and other endpoint devices running Windows and macOS.
• Administer Active Directory, Group Policy, user accounts, security groups, permissions, and access configurations in accordance with established security policies.
• Perform advanced troubleshooting of network connectivity, DNS, DHCP, VPN, wireless connectivity, and other network-related issues, coordinating with infrastructure specialists as appropriate.
• Oversee or perform computer imaging, operating system deployment, endpoint configuration, and equipment rollout activities.
• Troubleshoot complex printer, scanner, multifunction device, and print-management issues across office locations.
• Administer and troubleshoot IP phone and VoIP systems, including extensions, user configurations, call-routing issues, and related hardware.
• Investigate recurring incidents, perform root-cause analysis, and implement sustainable solutions to reduce repeat issues and improve system reliability.
• Identify potential security, access-control, configuration, and endpoint-management concerns and coordinate remediation with the appropriate IT personnel.
• Support IT infrastructure maintenance, software upgrades, system migrations, technology refreshes, and other technical initiatives.
• Lead or coordinate assigned IT projects, including planning, implementation, testing, documentation, and post-implementation follow-up.
• Provide technical guidance, mentoring, and troubleshooting assistance to Tier I and Tier II technicians.
• Review escalated tickets and troubleshooting documentation to identify knowledge gaps, training opportunities, and improvements to support procedures.
• Develop and maintain technical documentation, troubleshooting guides, standard operating procedures, and IT knowledge-base resources.
• Coordinate with software vendors, hardware vendors, managed service providers, and other external technical resources to resolve complex issues.
• Prioritize critical incidents and…