Helpdesk Technician III

📋 Description

• Capable of delivering outstanding customer support within a dynamic remote Managed Services Practice.

• Remotely diagnose and resolve client inquiries related to end-user hardware, software, and cloud services that have been elevated from Tier 1 and 2 technicians.

• Offer daily operational assistance for: Desktop and Server Operating Systems (Windows, Mac, Linux), Microsoft Office 365, Azure, Teams, OneDrive, SharePoint, Networking Devices (firewalls, switches, wireless access points), Line of Business Applications, On-premise and Cloud Backup and Disaster Recovery, Hardware peripherals (printers, monitors, docking stations, webcams, etc.), Mobile Devices / Mobile Device Management (MAM / MDM).

• Provide necessary escalation support for Level I and II Helpdesk personnel.

• Assist with the onboarding and offboarding processes of clients, systems, and users.

• Deploy and sustain security tools and management agents.

• Keep up-to-date notes and time entries for all requests within the helpdesk ticketing system.

• Develop and maintain thorough documentation for both internal and client systems.

• Collaborate with third-party vendors to resolve issues as required.

⛳️ Requirements

• A minimum of 4+ years of experience working for a Managed Service Provider (MSP).

• At least 7+ years of experience in an Information Technology Helpdesk utilizing remote support tools.

• Proficient in using a helpdesk ticketing system for incident tracking and time entry (ConnectWise Manage preferred).

• Prior experience with Remote Monitoring and Management (RMM) tools (e.g., Automate, Labtech, Continuum, NinjaOne, etc.).

• Ability to deliver exceptional customer service in all circumstances.

• Strong troubleshooting, problem-solving, and verbal/written communication skills.

• Experience with Microsoft Windows desktop and server operating systems.

• Familiarity with Microsoft Office 365 / Azure administration.

• Proficient in Microsoft Server Active Directory / Group Policy.

• Moderate networking expertise, including remote configuration and troubleshooting (TCP/IP, WIFI, VPN).

• Understanding of Microsoft Cloud Technologies such as Office 365, Azure, Azure Entra ID, Endpoint Protection, Intune, Autopilot, etc.

• Knowledge of scripting and automation tools is a plus.

• Proven ability to work effectively in a team environment.

• Must have authorization to work for any employer in the U.S.

🏝️ Benefits

• Health insurance.

• 401(k) matching.

• Flexible work hours.

• Paid time off.

• Remote work options.