Desktop Support Technician III

Responsibilities

• Provides onsite Service Desk and end user support for endpoint systems such as Windows 10/11 laptops and desktops, printers, label printers, monitors, and Office 365.
• Supports users over the phone, in person, or via online chat to understand, document, and efficiently troubleshoot technical issues and respond to Service Desk incidents and service requests in a timely manner.
• Installs and maintains printers, desktops, laptops, phones, and other hardware as necessary for new hires, desk transfers, or replacement of faulty or broken IT equipment.
• Collaborates with other IT teams and third-party vendors to troubleshoot complex issues, support incident resolution, and ensure timely escalation when additional expertise is required.
• Maintains IT inventory including asset tracking, logging, and deployment of machines.
• Aids in identifying IT supplies and hardware requirements including phones, desktops, laptops, printers, and related equipment.
• Performs projects such as imaging, configuration, and deployment of computers, as well as refresh activities for existing systems including data backup, system upgrades, and installation of new software or hardware.
• Provides technical guidance and troubleshooting support to L1 and L2 Service Desk team members and acts as an escalation point for technical issues requiring advanced expertise.
• Assists with the management of Endpoint Detection and Response EDR and other IT security related issues within the scope of IT Services & Support.
• Documents technical support procedures and maintains customer records. Creates documentation and technical artifacts as required in support of the technical environment, assigned projects and policies and procedures.

Qualifications

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, Networks or a related field, or equivalent education and work experience required.
• Minimum of four (4) years of experience with a focus with Windows 10/11, computer repair, imaging, deployment preferred in a LAN/WAN environment.
• Minimum of four (4) years of experience working with Office 365 and Azure/Entra ID environments.
• CompTIA A+ or equivalent certification required.
• CompTIA Network+ and/or Security+ certifications a plus.
• Solid working knowledge of Active Directory.
• Working knowledge of Intune and Windows Autopilot endpoint configuration, deployment, and device management preferred.
• Working knowledge of endpoint security tools such as Microsoft Defender for Endpoint or other EDR platforms preferred.
• Intermediate knowledge of Microsoft Office (Outlook, Word, Excel, Visio, PowerPoint) and Adobe Acrobat required.

Skills/Abilities

• Comfortable with interacting and working with all levels of customers, both internal and external; good interpersonal skills, team motivation and outgoing personality.
• Excellent adaptability in a fast-paced environment with the flexibility and willingness to take on new tasks and projects.
• Ability to speak and write clearly and accurately.
• Attention to detail and accuracy.
• Effective listening skills.
• Multi-tasking capabilities.
• Must have in-depth analytical and problem-solving skills.
• Must be able to use discretion and independent judgement.