Tier III Help Desk Technician

Software updates Client health troubleshooting Distribution points Reporting Networking Skills A Tier 3 person should understand networking beyond “reboot the switch.” Must Know DNS DHCP TCP/IP VPN troubleshooting Routing basics VLAN concepts Firewall fundamentals Port testing Packet captures Preferred Wireshark Wireless troubleshooting Security Skills Required MFA Conditional Access BitLocker

Phishing investigations Least privilege concepts Security incident response

Expected PowerShell Basic SQL queries API fundamentals Batch scripting Strong Candidate Advanced PowerShell modules Graph API Automation runbooks Azure automation

Troubleshooting Skills This is actually more important than technical knowledge. I look for someone who can: Isolate root cause Read logs Understand dependencies Form hypotheses Prove/disprove theories Escalate with useful documentation Solve issues they’ve never seen before The best Tier 3 technicians are problem-solvers, not just knowledge holders. Documentation Skills Should be able to: Write knowledge articles Create SOPs Document root cause analysis Build troubleshooting guides Maintain accurate ticket notes Soft Skills

An employer is looking for a Tier III Desktop Support Technician. This person will be working primarily by themselves and the only physical support tech in the office supported by a team nationwide. They need to be independent, punctual, a quick learner and have a positive attitude. These tickets will come through ServiceNow–ServiceNow experience is preferred however any ticketing system will suffice. They will provide white glove service through the ticketing system as well as walk around the office, making themselves known to C-Suite level executives. They will be working with internal employees only, via the ticketing system, phone, email and in person. Examples of issues they will troubleshoot will be physical set ups, desk set ups, replacing hard drives, adding employees to a distribution list, password resets, access granting, etc. This person will be working five days a week onsite. There will be opportunity for overtime., Core Technical Skills Windows Administration Windows 11 troubleshooting Advanced registry editing Event Viewer analysis Group Policy troubleshooting Device Driver troubleshooting PowerShell scripting Local and domain profile repairs Advanced performance diagnostics Active Directory Users, Groups, OUs Authentication troubleshooting Kerberos basics LDAP understanding Trust relationships DNS dependency knowledge Microsoft 365 Exchange Online OneDrive Licensing Conditional Access concepts MFA troubleshooting

Endpoint Management

Configuration profiles Application deployment BitLocker management Certificate troubleshooting Endpoint analytics SCCM (MECM) Imaging Task sequences, Mentor Tier 1 and Tier 2 Handle executive escalations Communicate clearly with non-technical users Work with vendors Lead troubleshooting bridges Stay calm under pressure SCCM/MECM proficiency DNS/DHCP expertise Windows troubleshooting expert BitLocker expertise Security-minded Capable of mentoring others Able to take ownership of major incidents

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.