IT Help Desk Technician III

Overview

IT Help Desk Technician III at Imagine IT. This is a full-time role with compensation of $71,000 – $83,430 base salary. Imagine IT is a hybrid, multi-state team focused on empowering people, professional development, and delivering confidence through technology.

We’re excited to open an opportunity for an IT Help Desk Technician III — a senior-level technical position for someone who thrives on solving complex problems, supporting partners, and elevating service quality. This role is ideal for an experienced IT professional who enjoys tackling escalations, contributing to documentation and projects, and serving as a trusted technical resource for both partners and teammates.

• Resolve Advanced Technical Issues — Work escalated support tickets, diagnose complex hardware, software, and network issues, and implement effective, timely solutions.
• Manage Ticket Workflows — Maintain and manage ticket queues for assigned partners, ensuring efficient time management and progress toward resolution.
• Support Service Excellence — Meet or exceed performance metrics related to ticket resolution time, billable utilization, and customer satisfaction.
• Maintain Technical Documentation — Create, update, and maintain documentation related to hardware, line-of-business software, and technical processes to support consistency and knowledge sharing.
• Contribute to Projects & R&D — Participate in project work, research and development efforts, and technical improvements that enhance tools, systems, and service delivery.
• Provide Onsite & Advanced Support — Conduct occasional onsite visits as needed and support critical incidents, including potential on-call or extended hours.
• Support Continuous Improvement — Manage administrative responsibilities reliably (timesheets, calendar updates, etc.) while investing time in skill development and training.

• Bachelor’s degree in Information Technology, Computer Science, or a related field
• 4–6+ years of experience in IT support, including at least 2 years in a senior or advanced technical role
• Strong troubleshooting skills across hardware, software, networking, and operating systems
• Experience working escalated tickets and maintaining high-volume ticket queues
• Ability to manage time effectively while balancing tickets, projects, and documentation
• Clear and professional written and verbal communication skills
• Leadership mindset with a collaborative, team-first approach

• CompTIA A+
• Network+
• Microsoft Certified Professional (or similar)

Base Salary Range: $71,000 – $83,430

This range reflects our good faith estimate based on internal salary bands and market data. Final compensation will be based on experience and qualifications.

Total Rewards Include:

• Medical, dental, and vision coverage
• Health Savings Account (HSA) eligibility
• Company-paid life, accident, and  protection
• 401(k) with company match
• 16 days of Paid Time Off (PTO)
• Monthly internet + cell phone allowance
• Peer recognition & “Birthday Bucks”
• Flexible remote scheduling
• Professional development and certification support
• Company-sponsored team events

At Imagine IT, you’re not just closing tickets—you’re building trust, solving meaningful problems, and helping partners succeed. As an IT Help Desk Technician III
, you’ll play a key role in maintaining service excellence, mentoring through expertise, and contributing to continuous improvement across our technical operations.

We value curiosity, accountability, teamwork, and growth. If you’re ready to take the next step in your IT career and make a real impact, we’d love to hear from you.

Ready to bring your expertise to a team that values it? Apply now and let’s grow—together.