Support Technician III

Essential Duties And Responsibilities

• Handles problem recognition, research, isolation, resolution, and follow-up for complex technical issues; serves as the escalation point for issues unresolved at lower support tiers.
• Administers and maintains user accounts, groups, and access controls within Active Directory and Azure Active Directory/Entra ID, including provisioning, deprovisioning, and role-based access management.
• Manages enterprise endpoint configuration, compliance policies, and application deployment through enterprise management platforms; supports device provisioning and lifecycle management.
• BUILDS, MAINTAINS, AND DOCUMENTS WINDOWS SYSTEM IMAGES WITH ENTERPRISE DEPLOYMENT TOOLS AND WORKFLOWS.
• ADMINSTRATES ENDPOINT PATCH MANAGEMENT USING WINDOWS UPDATE FOR BUSINESS, INTELY PATCH RINGS, SCCM/MECM, AND THIRD-PARTY PATCHING TOOLS; MONITORS COMPLIANCE AND COORDINATES REMEDIATION AS NEEDED.
• CREATES, MODIFIES, AND TRUBROOCHES GROUP POLICY OBJECTS, INCLUDING GPO SCOPEING, WMI FILTERING, ADMX TEMPLATE MANAGEMENT, AND ROLLBACK PROCEDURES.
• IMPLEMENTS AND MAINTAINS ENDPOINT HARDSHELL BASELINES IN ALIGNMENT WITH CIS BENCHMARKS AND MICROSOFT SECURITY BENCHMARKS; MANAGES LOCAL ADMIN CONTROLS, PRIVILEGE REDUCTION, AND EDR AGENT HEALTH.
• COORDINATES VULNERABILITY REMEDIATION ACTIVITIES IN PARTNERSHIP WITH RELEVANT STAKEHOLDERS, TRACKING FINDINGS THROUGH CLOSURE.
• DEVELOPS AND MAINTAINS POWERSHELL SCRIPTS FOR DEPLOYMENT, CONFIGURATION, DATA GATHERING, AND AUTOMATED REMEDIATION WORKFLOWS.
• SUPPORTS LIGHT PROJECT MANAGEMENT ACTIVITIES INCLUDING TRACKING DELIVERABLES, COORDINATING WITH VENDORS AND INTERNAL STAKEHOLDERS, AND DOCUMENTING PROJECT STATUS FOR MANAGEMENT REVIEW.
• PROVIDES ASSISTANCE AND MENTORSHIP TO LOWER-LEVEL SUPPORT TECHNICIANS.
• WRITES HARDWARE AND SOFTWARE EVALUATIONS AND RECOMMENDATIONS FOR MANAGEMENT REVIEW.
• RESPONDS TO EMERGENCY SITUATIONS THAT MAY ARISE OUTSIDE OF REGULAR BUSINESS HOURS.

Skills And Abilities

• EXCELLENT COMMUNICATION AND INTERPERSONAL SKILLS.
• DETAIL ORIENTED WITH STRONG ANALYTICAL AND PROBLEM-SOLVING SKILLS.
• EXCELLENT TIME MANAGEMENT AND PRIORITIZATION SKILLS.
• ABILITY TO WORK EFFECTIVELY BOTH INDEPENDENTLY AND AS A TEAM MEMBER.
• GOOD WRITTEN COMMUNICATION SKILLS.

Physical Demands

• The employee must occasionally lift and/or move up to 50 pounds.
• Specific vision abilities required include close vision and ability to adjust focus.
• While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands to operate equipment, and talk or hear.
• The employee is occasionally required to reach, stoop, kneel, or crouch.
• Work environment has a moderate noise level and requires frequent regional travel by land and occasional air travel.