Service Desk Level 3 Technician

Posting

Location:

Frisco (Onsite) 5 days per week (Monday-Friday), 9:00 AM to 6:00 PM CST

At Lexipol, our mission is to create safer communities and empower the individuals on the front lines with market-leading content and technology. Our top-notch team works closely with law enforcement, fire, EMS, corrections, and local government professionals to tailor our solutions to better address today’s challenges and keep first responders coming home safely at the end of each shift.

Working at Lexipol means making a difference - day in and day out.

The Service Desk Level 3 Technician role is an advanced escalation position responsible for resolving complex end-user, endpoint, application, access, asset, email-support, security-awareness-support, and user-environment issues. This role owns escalated tickets through resolution, performs approved Service Desk administration in core support tools, and helps raise the consistency and reliability of Service Desk operations across the company.
This role works independently on complex support issues while collaborating with teammates, application owners, vendors, and other IT resources when escalation or coordination is required. The position performs Service Desk-level functions in Active Directory, Microsoft Entra , Asset Panda, KnowBe4, Wrike, and Mimecast. It does not include ownership of servers, network infrastructure, security operations, or enterprise security policy administration; those functions remain with the infrastructure and security teams.

Advanced Technical Support:
Serve as a Level 3 escalation resource for complex endpoint, operating system, application access, device, peripheral, email-support, asset, and user-environment issues. Diagnose root cause, resolve issues where possible, and expand with clear context when needed.
Endpoint and Application Support:
Support installation, configuration, maintenance, and troubleshooting of Windows and Mac endpoints, approved business applications, collaboration tools, SharePoint-related user support, and Service Desk support tools.
Ticket Ownership and Service Delivery:
Own assigned incidents and service requests from intake through resolution. Maintain timely updates, follow up with users, and help ensure work is completed within expected service levels.
Communication and User Enablement:
Communicate clearly with users, teammates, managers, and vendors. Explain technical issues in plain language and help users follow approved IT practices.
Collaboration and Handoffs:
Collaborate with Service Desk teammates, application owners, vendors, and business stakeholders to resolve escalated issues and ensure effective handoffs.
Operational Quality and Improvement:
Maintain accurate ticket notes, support records, and asset updates. Identify repeat issues and recommend practical process improvements.
Approved Service Desk Tool Administration:
Perform approved Service Desk administration in Active Directory, Microsoft Entra , Asset Panda, KnowBe4, Wrike, and Mimecast within established procedures and escalation paths.

• 5-7 years of experience in Service Desk, endpoint support, desktop support, application support, access support, or a similar technical support role.
• Strong working knowledge of Windows and Mac endpoints, endpoint troubleshooting, approved business applications, collaboration tools, and Service Desk platforms.
• Experience performing approved Service Desk support functions in Active Directory and Microsoft Entra , such as user account support, group or access-related ticket work, password or MFA support, and escalation of identity issues.
• Experience using or supporting Service Desk workflows in Asset Panda, including asset record accuracy, device assignments, inventory updates, and user or device lifecycle support.
• Experience supporting user-facing or Service Desk workflows in KnowBe4, Wrike, and Mimecast, including user assistance, training or awareness ticket support, request routing, email quarantine or release support, and escalation of security-related issues through approved channels.
• Experience resolving escalated hardware, software, operating system, access, user environment, application, asset, and email-support issues.
• Strong troubleshooting, problem-solving, prioritization, follow-through, and customer service skills.
• Strong communication and interpersonal skills, with the ability to explain technical issues to non-technical users.
• Ability to work…