Help Desktop Support Technician III

About the role

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.

Responsibilities

• 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 ID and Google Enterprise Workspace): user lifecycle, group policy, MFA, conditional access, and endpoint management via MDM JAMF and 1Password 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.

Requirements

• 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 ID/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.

Skills

• 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 (PowerShell, Bash) and imaging/deployment tools (Autopilot, SCCM/MECM).
• Experience supporting a sales organization with dialers, CRM HubSpot, and Zoom Workspace telephony platforms.

Benefits

• Medical, dental, and vision for employees and their dependents
• Paid Time Off policy that increases based on tenure with the company
• Employee Assistance Program through Mutual of Omaha
• 401k with company match
• Pet Insurance through MetLife for your 10X pets
• Company Paid Employee wellness initiatives through BeyondMed
• Professional Development through Continued Education: we provide team members complete access to our range of educational resources valued at over $250,000 in areas such as Sales, Operations, People, Finance and Marketing
• Uncapped Commission Potential: all team members have the opportunity to sell our Products/Services (and are trained on how to do so)

Pay and Schedule

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