Helpdesk Technician III
Role details
Job location
Tech stack
Job description
If you enjoy working with a great group of professionals, are accurate, thrive in a fast-paced environment, and enjoy using your organizational skills, then we have a role for you! Potelco Inc. seeks a great Help Desk Technician Tier-III to join our team at the Potelco Inc. Office located Sumner, WA. The IT Helpdesk Technician - Level III is a senior-level role focused on advanced technical ownership, systemic problem resolution, and operational leadership. This position is responsible for resolving complex and high-impact issues, developing automation to improve service delivery, and contributing to the overall stability, scalability, and maturity of IT operations. This position serves as a senior escalation point within the Helpdesk, working cross-functionally with infrastructure and systems teams while mentoring junior technicians and driving continuous improvement initiatives. The pay for this role is $30 - $40 per hour depending on experience. What You'll Do Advanced Technical Support & Troubleshooting
- Lead diagnosis, troubleshooting, and resolution of complex endpoint, identity, and messaging issues across enterprise environments
- Perform advanced Windows troubleshooting, including system-level and performance-related issues
- Facilitate and coordinate resolution of advanced Exchange On-Prem and Exchange Online issues in partnership with Systems Administrators
- Lead advanced troubleshooting and support for Intune, including policy management, compliance, and deployment collaboration
- Provide advanced lifecycle management and troubleshooting for Apple iOS/iPadOS devices via MDM
Infrastructure & Systems Support
- Analyze and support Active Directory environments, including Group Policy structure and enforcement (with limited approved changes)
Automation & Tool Development
- Develop, test, and implement production-ready automation (e.g., PowerShell scripting) to improve Helpdesk efficiency and workflows
- Create and maintain advanced diagnostic, reporting, and remediation tooling
Incident, Problem & Change Management
- Serve as the primary escalation point for complex technical and vendor-related issues
- Own and drive problem management efforts, including identification and resolution of systemic issues
- Lead root cause analysis (RCA) and author post-incident reports with corrective actions
- Participate in change management processes, including documentation and review
- Lead resolution of high-impact or business-critical incidents
Continuous Improvement & Operational Excellence
- Identify trends and implement proactive solutions to reduce incident volume and improve stability
- Contribute to continuous improvement initiatives, including process optimization and service maturity
Leadership & Mentorship
- Provide mentorship, guidance, and escalation support to Level I and Level II technicians
Documentation & Communication
- Maintain high standards for documentation, communication, and technical accuracy
Requirements
- Advanced troubleshooting across Windows endpoint, identity, and messaging environments
- Strong knowledge of Active Directory and Group Policy administration
- Experience supporting Exchange (On-Prem and Online) environments
- Advanced experience with Microsoft Intune and endpoint/device management
- Proficiency in PowerShell scripting and automation development
- Experience with MDM solutions supporting Apple iOS/iPadOS devices
- Ability to develop diagnostic, reporting, and remediation tools
- Strong problem management and root cause analysis capabilities
- Experience with change management processes
- Ability to manage vendor escalations and coordinate across technical teams
- Strong analytical thinking, documentation, and communication skills
- Ability to lead initiatives and mentor junior team members, * 5+ years of progressive IT support experience, including advanced troubleshooting across Windows endpoints, identity/access management, and messaging environments within an enterprise setting
- 2+ years of experience operating at an advanced support level (Tier II or equivalent), with demonstrated ownership of complex or escalated issues
- Demonstrated experience with modern device management tools (e.g., Microsoft Intune), Active Directory, and Microsoft 365 (Exchange Online and/or On-Prem)
- Strong experience with scripting or automation (e.g., PowerShell) to support operational efficiency
- Demonstrated experience supporting Windows endpoints, identity/access management, and modern device management tools
- Ability to work independently while collaborating effectively with IT peers and cross-functional teams
- Ability to manage competing priorities in a fast-paced, service-driven environment
- Must pass mandatory drug and alcohol screening(s)
- Valid driver's license
Benefits & conditions
- 401(k)
- 401(k) matching
- Dental Insurance
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Vision insurance, The anticipated compensation for this position is USD $30.00/Hr. - USD $40.00/Hr. depending on experience and qualifications.