Service Desk Technician - Level 3

Ontech Systems is experiencing rapid growth and seeking a Level 3+ Senior Service Desk Technician to join our team. This is an exciting opportunity to take on elevated service requests while also acting as an internal escalation point for our help desk team. Our success is attributed to the exceptional customer service we provide, our consultative approach toward clients, and fostering a positive work environment for our entire team.

Our technicians have the resources behind them to be successful, including project managers, technical account managers, a 24x7 network operations center (NOC) and security operations center (SOC) for off-hours support, and a dedicated sales and admin team to assist with account management, quote requests, and licensing & subscription management.

*We understand candidates will have varying degrees of proficiency in the below areas

Advanced troubleshooting across Microsoft environments

• Deep expertise in Windows Server, Microsoft 365, Entra ID (Azure AD), Intune, and hybrid identity environments, including complex authentication and policy issues.

Network and infrastructure problem-solving

• Strong ability to diagnose issues across firewalls, VPNs, switching, wireless networks, DNS/DHCP, and WAN connectivity in multi-site environments.

Escalation ownership and root cause analysis

• Proven ability to take ownership of high-priority/escalated tickets, drive resolution, and document clear root cause analysis with preventative recommendations.

Automation and scripting capability

• Experience with PowerShell (or similar) to automate repetitive tasks, improve efficiency, and support RMM/endpoint management initiatives.

RMM, PSA, and documentation discipline

• Highly proficient in tools such as ConnectWise PSA, RMM platforms, and IT documentation systems; maintains complete, accurate, and standardized documentation.

Client communication and executive presence

• Ability to communicate technical issues clearly to non-technical stakeholders, including client leadership, with professionalism and confidence.

Project support and technical leadership

• Supports project teams on infrastructure deployments, migrations (M365, servers), and security initiatives while mentoring Level 1/2 technicians.

Security best practices and incident response

• Strong understanding of cybersecurity frameworks (MFA, endpoint protection, email security, backup/DR) and ability to respond to and remediate security events.

Process adherence and continuous improvement mindset

• Follows MSP best practices (SLAs, ticket hygiene, escalation protocols) while identifying opportunities to improve service quality and efficiency., * Service Desk: 5 years (Required)
• MSP Service: 2 years (Preferred)

Pulled from the full job description

• Mileage reimbursement
• Paid training
• Referral program
• Professional development assistance
• 401(k)
• Health insurance
• 401(k) matching, We are locally owned and operated and promote a team environment, no micro-managing if high quality of service and strong work ethic is displayed. Advancement opportunity for growth exists across all our teams.

Why work for us?

1. Competitive Base Salary, Bonuses, and Benefits - We want our employees to be with us for the long haul!

2. Industry leading tools and vendors - best in market PSA, Automation tools, great solutions stack, etc. to help you do your job effectively and meet goals!

3. Great Company Culture - We can talk about this, but why not see what our employees have to say below! Winner of 2024 & 2025 Milwaukee Business Journal Best Places to Work Award

According to the 2026 employee engagement survey, here is what employees say about us

• 96% say they would recommend our company to other job seekers
• 96% say that senior management is visible and available to all employees
• 92% say they are provided the feedback they need to be confident in their position
• 96% say their work life balance is right for them
• 96% say they are provided with the benefits they need, Salary commensurate with qualifications and experience, expected salary range $75-95k plus quarterly team bonuses.

Multiple Team events annually: Corporate 2 night Holiday Retreat, Quarterly Team Events, Staff Lunches, Charter Fishing, Brewers games & other sports events, * 401(k)

• 401(k) matching
• Dental insurance
• Employee assistance program
• Expense account
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Mileage reimbursement
• Paid time off
• Paid training
• Professional development assistance
• Vision insurance

Job Type: Full-time

Pay: $75,000.00 - $95,000.00 per year, * 401(k)

• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Ontech Systems Inc., a THREE-PEAT 2024, 2025, & 2026 “Milwaukee’s Best Places to Work” recipient founded in 2004, provides comprehensive technical solutions to businesses across Wisconsin. Our clients trust our account teams to provide end to end service from an outsourced support and/or project perspective for all their technology needs. Ontech’s service offerings includes Managed IT Support, Managed Security Services, Network related Projects, Network Hardware, Technology Subscription & Software offerings.