Help Desktop Support Technician III

Help Desk Technician III

Information Technology |

Reports to:

Director of IT Operations Helpdesk | Full-Time, Non-Exempt

Location:

On-site — Aventura, FL headquarters, Monday–Friday, 9:00 AM–6:00 PM

Cardone Training Technologies is the engine behind the 10X brand — the world's largest sales training platform, Cardone University, live events that fill arenas, and a media operation that produces content at a pace most companies can't match. We move fast, we play to win, and our technology must keep up with a business that never slows down. IT here isn't a back-office function — it's on the front line of everything from live event production to executive operations.

As our Help Desk Technician III, you are the senior escalation point on the support team — the person who owns the problems nobody else could solve and closes them for good. You'll support a demanding, high-velocity environment: sales floors that can't afford downtime, studio and event production with zero tolerance for AV failure, and executives who expect things to work the first time.

You'll also mentor junior technicians and work directly with the CIO on projects that improve how the whole company runs.

• Serve as final Tier 3 escalation for complex hardware, software, network, and account issues across Windows and macOS environments — root cause, not workarounds.
• Deliver white-glove support to executives and revenue-critical teams, including hands-on support for live broadcasts, studio production, and company events.
• Administer day-to-day operations in Microsoft 365 / Entra  Google Enterprise Workspace): user lifecycle, group policy, MFA, conditional access, and endpoint management via MDM JAMF and 1
  
  Password Vaults and SaaS Manager.
• Own the ticket queue's hardest 20%: triage, prioritize, document, and drive tickets to closure within SLA, keeping users informed the entire way.
• Troubleshoot LAN/Wi-Fi/VPN issues, conference room AV, VoIP, and printing across the Aventura campus.
• Build and maintain runbooks, knowledge-based articles, and imaging/deployment standards so fixes scale beyond you.
• Mentor Tier 1/Tier 2 technicians — raise the whole team's game through shadowing, documentation, and honest feedback.
• Manage asset inventory and hardware lifecycle: procurement support, imaging, deployment, and secure decommissioning.
• Flag and escalate security events; support patching, endpoint protection, and phishing-response workflows in partnership with IT leadership.
• Take on special projects from the CIO — migrations, rollouts, office buildouts, and event IT support.

• 3+ years in a Tier II/III help desk or desktop support role supporting 150+ users — you've earned the III.
• Deep, proven troubleshooting skill on Windows 10/11 and macOS, plus mobile (iOS/Android).
• Hands-on administration of Microsoft 365, Entra /Active Directory, and an MDM platform (Intune, Jamf, or similar).
• Solid networking fundamentals: TCP/IP, DNS, DHCP, VLANs, Wi-Fi troubleshooting, VPN clients.
• Experience with a professional ticketing system Zendesk with Co-Polit and a track record of strong SLA performance.
• Executive presence — calm under pressure, clear communicator, and comfortable supporting C-level leaders face-to-face.
• Extreme ownership: you don't hand problems back; you hand back solutions. You document what you fix.
• Ability to lift 40 lbs., crawl under desks, run cable, and be physically present and on time — this role is 100% on-site.

• CompTIA A+/Network+/Security+, Google Workspace Enterprise, or JAMF certifications.
• AV and live-production support experience — Zoom Rooms, streaming gear, studio environments.
• Scripting for automation (Power Shell, Bash) and imaging/deployment tools (Autopilot, SCCM/MECM).
• Experience supporting a sales organization with dialers, CRM Hub Spot, and Zoom Workspace telephony platforms.

• First 30 days:
  Fully productive in the ticket queue; systems, people, and priorities mapped.
• First 60 days:
  Owning Tier 3 escalations end-to-end; first knowledge-based contributions live.
• First 90 days:
  Measurable lift in first-contact resolution and SLA compliance; trusted…