The Tier III Service Desk Technician is the senior escalation point for the service desk team. You'll resolve complex technical issues, lead client onboarding and project initiatives, and provide direct end-user support when needed. This remote role combines technical authority, client leadership, mentorship, and continuous service improvement.
Responsibilities:
- Lead and support the helpdesk environment for managed-service clients, resolving complex escalations
- Coordinate and manage client projects, bridging the technical team and client to ensure project success
- Provide direct client support and respond to technical-assistance requests in person, by phone, or electronically as required
- Provide training and support to clients during onboarding so they can use new IT systems and services effectively
- Develop project plans for client onboarding and standardization projects, including tasks, resources, and estimated timelines
- Install, configure, diagnose, test, and resolve complex technical hardware and software issues
- Maintain written client and process documentation to support effective knowledge management
- Provide mentorship and guidance to Tier I and Tier II service desk technicians
- Improve IT service management processes and practices, evaluate IT trends, and recommend or implement improvement initiatives
- Work with a modern managed-services stack including HaloPSA, Hudu, Intune, ImmyBot, Meraki, Microsoft 365, Rhombus, Avigilon, and Avigilon Access Control
Qualifications:
- 6+ years of experience providing IT services and end-user support
- Prior managed service provider experience and an understanding of the industry's fast-paced client-support environment
- A client-oriented approach and commitment to high-quality customer service
- Proven experience leading IT projects and client onboarding work
- A self-starter who is eager to expand technical qualifications and maintains a high level of attention to detail
- A background in direct end-user support with excellent verbal and written communication skills
- An IT-related degree or certifications such as Cisco, CompTIA A+, Network+, Microsoft, or equivalent
- Advanced technical knowledge, including Microsoft Entra ID, Active Directory, Intune, or other RMM agents
- Eligible to work in the U.S. and approved for remote work