Service Desk Level 3 Technician

About the role

The Service Desk Level 3 Technician role is an advanced escalation position responsible for resolving complex end-user, endpoint, application, access, asset, email-support, security-awareness-support, and user-environment issues. This role owns escalated tickets through resolution, performs approved Service Desk administration in core support tools, and helps raise the consistency and reliability of Service Desk operations across the company.

Responsibilities

• Serve as a Level 3 escalation resource for complex endpoint, operating system, application access, device, peripheral, email-support, asset, and user-environment issues.
• Diagnose root cause, resolve issues where possible, and escalate with clear context when needed.
• Support installation, configuration, maintenance, and troubleshooting of Windows and Mac endpoints, approved business applications, collaboration tools, SharePoint-related user support, and Service Desk support tools.
• Own assigned incidents and service requests from intake through resolution, maintaining timely updates, following up with users, and ensuring work is completed within expected service levels.
• Communicate clearly with users, teammates, managers, and vendors, explaining technical issues in plain language and helping users follow approved IT practices.
• Collaborate with Service Desk teammates, application owners, vendors, and business stakeholders to resolve escalated issues and ensure effective handoffs.
• Maintain accurate ticket notes, support records, and asset updates, identifying repeat issues and recommending practical process improvements.

Requirements

• 5-7 years of experience in Service Desk, endpoint support, desktop support, application support, access support, or a similar technical support role.
• Strong working knowledge of Windows and Mac endpoints, endpoint troubleshooting, approved business applications, collaboration tools, and Service Desk platforms.
• Experience performing approved Service Desk support functions in Active Directory and Microsoft Entra ID.
• Experience using or supporting Service Desk workflows in Asset Panda, KnowBe4, Wrike, and Mimecast.
• Strong troubleshooting, problem-solving, prioritization, follow-through, and customer service skills.
• Strong communication and interpersonal skills, with the ability to explain technical issues to non-technical users.
• Bachelor's degree in Computer Science, Information Technology, or a related field preferred; equivalent work experience accepted.

Qualifications

• ITIL Foundation, CompTIA A+, Microsoft 365 Certified: Endpoint Administrator Associate, Microsoft SC-900, or similar relevant certification preferred.
• Experience with Service Desk ticketing workflows, endpoint lifecycle support, SaaS user administration, and asset management processes.
• Experience improving knowledge articles, ticket notes, troubleshooting steps, or repeatable Service Desk procedures.

Benefits

Hourly rate for this role is $30 - $32/hr., based on credentials and experience.

Pay

Hourly rate for this role is $30 - $32/hr., based on credentials and experience.

Schedule

This role works in an office environment, 5 days per week (Monday-Friday), 9:00 AM to 6:00 PM CST.