Help Desktop Support Technician III

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Professional AVENTURA, FL, US

Information Technology |

Reports to:

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

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 escalat…