Service Desk Technician III

** Worker Type
** Regular
* * Job Description
**** Summary
* * The Service Desk Technician III is a member of the IT Service Desk team and serves as the highest technical escalation point for end-user support. This role is responsible for resolving highly complex issues across multiple systems, mentoring junior staff, leading process improvement initiatives, and ensuring the overall stability and efficiency of end-user computing environments. The Service Desk Technician III collaborates closely with engineering teams, enterprise architects, and IT leadership to enhance system reliability, user experience, and support effectiveness.
** Position Responsibilities
** 1. Critical Incident Resolution
* Act as the final point of escalation for complex incidents escalated from Level 1 and Level 2 support.
* Perform in-depth technical troubleshooting and root cause analysis on multifaceted issues affecting enterprise systems, applications, and endpoints.
* Coordinate with network, systems, and security teams to resolve enterprise-impacting issues and restore services quickly.
* Participate in major incident response bridges, providing subject matter expertise to minimize downtime.
2. Proactive Issue Management and Process Improvement
* Conduct trend and root cause analyses to identify recurring incidents and recommend long-term preventive measures.
* Lead continuous improvement efforts in ITSM processes (Incident, Problem, Change, and Knowledge Management).
* Develop and maintain technical documentation, knowledge base articles, and standard operating procedures (SOPs).
* Drive automation and scripting initiatives to reduce repetitive work and improve resolution times.
3. Collaboration and Cross-Functional Leadership
* Serve as the primary liaison between the Service Desk and engineering, infrastructure, and application teams.
* Partner with vendors to resolve escalated hardware and software issues and ensure adherence to service-level expectations.
* Represent the IT Service Desk during Change Advisory Board (CAB) meetings, advocating for user experience and operational readiness.
* Provide project support for new technology rollouts, enterprise migrations, and major software deployments (as required).4. Mentorship and Knowledge Sharing
* Coach and mentor Level 1 and Level 2 technicians, sharing technical expertise and troubleshooting best practices.
* Support training initiatives, ensuring that junior staff develop skills necessary for future advancement.
* Assist in onboarding new Service Desk personnel, including process familiarization and knowledge transfer.
5. Audit, Reporting, and Compliance
* Lead the gathering of records and supporting materials for internal and external IT audits.
* Ensure compliance with corporate IT and security policies, maintaining documentation accuracy and process adherence.
* Produce detailed post-incident reports and metrics dashboards to inform leadership decision-making.
** Basic Qualifications (Required Skills & Experience)
*** Bachelor’s degree in Information Technology, Computer Science, or equivalent experience.
* Minimum 5–7 years of experience in IT support, with at least 2 years in a senior technician, engineer, or escalation role.
* ITIL Foundation Certification (minimum).
* CompTIA A+ Certification - Core 1 and Core 2
* Advanced Technical Expertise.
* Deep understanding of Windows, macOS, mobile device operating systems, and working knowledge of Ubuntu/Linux workstations.
* Strong knowledge of Active Directory, Azure AD, Exchange Online, O365 administration, Intune, device management platforms (Workspace ONE JAMF), Apple Business Manager, Winmagic/Bit Locker, DUO and Okta MFA.
* Proficiency in network diagnostics (DNS, DHCP, VPN, TCP/IP), virtualization technologies, and remote management tools.
* Experience with enterprise ITSM tools (e.g., Service Now, Ivanti, Remedy).
* Familiarity with scripting languages such as Power Shell, Python, or Bash for automation.
* Analytical and Problem-Solving

Skills:

* Strong ability to perform complex root cause analysis and develop sustainable solutions under pressure.
* Success in reducing incident recurrence through data-driven process improvements.
*…