Help Desk Tier 3

Moore is a data-driven constituent experience management (CXM) company achieving accelerated growth for clients through integrated supporter experiences across all platforms, channels, and devices. We are an innovation-led company of 5,000 people, the largest marketing, data, and fundraising company in North America, serving the nonprofit industry with clients across the education, association, political, and commercial sectors.

Production Solutions, part of the Moore family of companies, is a leader in direct mail production management. We deliver breakthrough results through inspired people, bold thinking, and exceptional service. From strategy to execution, we partner with our clients to drive successful fundraising campaigns. We’re problem-solvers by nature, fueled by collaboration and hustle. In return, we offer a challenging, rewarding career with a company that truly cares, and a leadership team focused on an exciting future.

Reporting to the Vice President of Information Technology, the Tier III Helpdesk Technician serves as the highest escalation point for advanced technical support across a remote, multi-state workforce. This role resolves complex issues, drives root cause analysis, and partners with infrastructure, security, and application teams to ensure system stability and security. You’ll also contribute to process improvement, documentation, and mentoring Tier I and II technicians.

• Serve as an escalation point for complex incidents and service requests, providing advanced end-user support via phone and email.
• Troubleshoot and resolve issues across Windows, macOS, mobile devices, networking, authentication, enterprise applications, and cloud services.
• Perform advanced diagnostics, root cause analysis, and implement long-term corrective actions.
• Support and maintain infrastructure, including Active Directory/Azure AD, Group Policy, DNS/DHCP, VPN, endpoint management, servers, and collaboration platforms.
• Investigate and remediate security alerts, endpoint threats, and access issues; enforce MFA, conditional access, compliance standards, vulnerability remediation, and endpoint hardening.
• Install, upgrade, support, and troubleshoot hardware, peripherals, operating systems (Windows 10/11, macOS), Microsoft 365, and authorized applications; perform repairs and manage asset inventory.
• Administer user and email accounts, including account creation, password resets, and distribution lists.
• Document, prioritize, track, and elevate tickets using the internal ticketing system; coordinate with vendors and internal teams to ensure timely resolution.
• Create and maintain technical documentation, knowledge base articles, and standard operating procedures; recommend process improvements.
• Mentor Tier I and Tier II Technicians and provide escalation support.
• Communicate effectively with users, management, and colleagues; educate end users on basic technology usage.
• Participate in on-call rotations, after-hours maintenance, standard business hours (Mon–Fri, 8:30 a.m.–5:30 p.m. ET), and on-site support for company events as required.

• 5+ years of progressive IT support experience, including at least 2 years in a Tier III or senior technical support role.
• Expert-level troubleshooting experience across Windows 10/11, macOS, Active Directory, Azure AD, Group Policy, and endpoint management tools (Intune, N-able, or similar).
• Strong networking fundamentals and troubleshooting skills, including TCP/IP, DNS, DHCP, and VPN.
• Hands-on experience with cloud platforms and services such as Microsoft 365, Azure, and cloud-based Unified Communications systems.
• Ex…