Service Desk Technician III

This is a fully remote position, open to applicants in Maryland, +1 more state.

📋 Description

• Oversee and address elevated client service tickets from Tier 2 or those assigned for Tier 3 support.

• Ensure prompt resolution or appropriate escalation of client service tickets.

• Maintain precise ticket records utilizing service management software like ConnectWise Manage.

• Diagnose intricate client issues, conduct root-cause analysis, and implement enduring solutions.

• Execute software upgrades and tackle system gaps or configuration challenges.

• Update and keep accurate client documentation.

• Identify and relay infrastructure enhancements, performance optimizations, and security issues.

• Provide coaching and mentorship to fellow team members.

• Ensure compliance with industry best practices, security, and operational standards.

• Assist with additional responsibilities that support team objectives and business goals.

• Make configuration adjustments to client infrastructure, which includes network devices, organizational policies, and DNS records.

⛳️ Requirements

• 3–5 years of overall IT experience, including 1–3 years in a Tier 2 or equivalent support position.

• Advanced IT support, administration, and escalation-level troubleshooting experience.

• Experience in supporting Microsoft environments: Windows Desktop and Server, Active Directory, Group Policy, DNS, DHCP, NPS, Print Management, and shared drive/security group administration.

• Practical experience with Microsoft 365, Microsoft Exchange, Google Workspace, and email security technologies.

• Familiarity with VMware ESXi, Hyper-V, Azure, and at least one major cloud platform and management console.

• Working knowledge of firewalls, managed switches, wireless access points, VoIP, SSL VPNs, site-to-site VPNs, NAT/PAT policies, access rules, and routing.

• Experience with endpoint management and security, encompassing software deployments, configuration management, antivirus, device hardening, and iOS/Android mobile device support.

• Familiarity with RAID, NAS, SAN, and SSL certificate creation, implementation, and management.

• Cross-platform support experience, including macOS.

• Strong diagnostic, troubleshooting, problem-solving, organizational, and time-management skills.

• Understanding of security tools, best practices, and compliance considerations.

• Ability to document technical processes, solutions, SOPs, and refine existing documentation.

• Capability to manage multiple client cases of varying complexity with attention to detail and accuracy.

• Proven experience in client engagement, including handling high-pressure or emotionally charged situations.

• Proficient communication skills in English, both written and oral.

• Ability to compose business correspondence and process procedures.

• Ability to present information and answer questions from managers, clients, and the general public.

• Candidates must reside in DC, Maryland, or Virginia.

• Applicants must be U.S. persons.

• Employer cannot provide or assume sponsorship for an employment visa.

• Must establish a dedicated, safe, secure workspace that meets the employer's remote-work requirements.

• Desired certifications include CompTIA Network+, CompTIA Security+, Microsoft certifications, Microsoft Azure, Microsoft 365, Windows Server, security/networking certifications, and VMware VCP.

• Experience with a Managed Services Provider is an advantage.

• Knowledge of ITIL or other service management frameworks is a plus.

🏝️ Benefits

• Medical, Dental, and Vision coverage for employees and their families.

• 401k with company-matched contributions.

• 4% match on a 5% contribution with no vesting period.

• Group Term Life and Accidental Death and Dismemberment coverage (provided by the company).

• Short-Term Disability coverage (voluntary enrollment).

• Long-Term Disability coverage (provided by the company).

• Health Savings Account (HSA) options / PPO options.

• Employee Assistance Program.

• Paid Time Off (PTO).

• Volunteer Time Off (VTO).

• 8 Paid Holidays.

• 3 Floating Holidays.

• Education Reimbursement Program.

• Generous Employee Referral Program with cash bonuses for successful referrals.

• Dynamic Recognition and Rewards.

• Clear Promotion and Advancement Tracks.

• Opportunity to work with Industry-Leading Talent.