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# Tier III Help Desk Technician

- **Company:** Insight Global
- **Location:** Plainsboro Township, NJ, United States
- **Salary:** $62,400.0 - $76,960.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Application Programming Interfaces (APIs), User Authentication, BitLocker Drive Encryption, Dynamic Host Configuration Protocol, Device Drivers, Domain Name System (DNS), Hard Disk Drives, Issue Tracking Systems, Virtual Private Networks (VPN), Kerberos (Protocol), Lightweight Directory Access Protocols (LDAP), System Center Configuration Manager, Routing, Packet Analyzer, Windows PowerShell, Role-Based Access Control, Phishing, Software Deployment, TCP/IP, Wireshark, Virtual Local Area Networks, Batch Scripting, Azure Automation, Firewalls (Computer Science), Graphql, 3-tier Architectures, Event Viewer, Servicenow
- **Published:** July 14, 2026
- **Apply:** https://jobs.insightglobal.com/jobs/find_a_job/new-jersey/plainsboro/tier-iii-help-desk-technician/job-550473/

## About the Role

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

## Description

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


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