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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Technician - Level 3 - **Company:** Ontech Systems, Inc. - **Location:** Milwaukee, WI, United States - **Experience:** Expert - **Salary:** $75,000.0 - $95,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Dynamic Host Configuration Protocol, Domain Name System (DNS), Virtual Private Networks (VPN), Windows Servers, Windows PowerShell, Azure Active Directory, Wireless Networks, Computer Network Operations, Firewalls (Computer Science), Microsoft InTune - **Published:** May 20, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=29a144a105be60e6 ## About the Role Do you have experience in Customer communication?, *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. ## Description 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. ## Related Videos - [This Is Not Your Father's .NET](https://www.wearedevelopers.com/videos/967-this-is-not-your-father-s-net) - [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [What’s New with Windows Power-User Tools](https://www.wearedevelopers.com/videos/2069-what-s-new-with-windows-power-user-tools) - [Introducing Digital Samba Embedded Video Conferencing API MCP Server](https://www.wearedevelopers.com/videos/1640-introducing-digital-samba-embedded-video-conferencing-api-mcp-server) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Mastering Remote Work: Tips for Developers](https://www.wearedevelopers.com/magazine/558-mastering-remote-work-tips-for-developers)