Help Desk III

As an Help Desk III, you will serve as a senior technical resource responsible for troubleshooting, maintaining, and improving IT systems across the organization. You will support hardware, software, security initiatives, while assisting with strategic IT projects., * Serve as the primary escalation point for complex technical issues that cannot be resolved by Tier I or Tier II support personnel.

• Diagnose and resolve advanced problems involving desktops, laptops, mobile devices, operating systems, enterprise applications, network connectivity, printers, peripherals, and collaboration tools.
• Troubleshoot identity and access issues, including user accounts, permissions, multifactor authentication, single sign-on, and directory services.
• Perform root-cause analysis for recurring or high-impact incidents and implement long-term corrective actions.
• Manage assigned incidents and service requests from initial escalation through resolution while meeting established service-level agreements.
• Coordinate with infrastructure, cybersecurity, networking, application, and vendor support teams to resolve incidents affecting multiple users or business-critical systems.
• Provide timely, professional updates to users, management, and other stakeholders throughout the incident-resolution process.
• Support the deployment, configuration, maintenance, and replacement of end-user hardware and software.
• Use approved administrative and remote-support tools to investigate issues, apply configuration changes, deploy software, and restore services.
• Create and maintain technical documentation, troubleshooting procedures, knowledge-base articles, system configurations, and resolution records.
• Mentor Tier I and Tier II technicians by providing technical guidance, reviewing escalations, sharing best practices, and supporting skills development.
• Identify training needs and contribute to technical training sessions for support staff and end users.
• Monitor incident trends and service-desk metrics to identify recurring problems, knowledge gaps, and opportunities for process improvement or automation.
• Participate in problem, change, and asset-management activities in accordance with organizational policies and IT service-management practices.
• Test software updates, patches, system changes, and new technologies before deployment to the broader organization.
• Follow cybersecurity policies and promptly identify, document, and escalate suspected security incidents, vulnerabilities, or unauthorized activity.
• Protect confidential and sensitive information by adhering to access-control, data-protection, and acceptable-use requirements.
• Support major incident response efforts, including impact assessment, technical troubleshooting, stakeholder communication, service restoration, and post-incident review.
• Maintain accurate records of support activities, equipment assignments, system changes, and resolutions in the organization’s service-management platform.
• Maintain current knowledge of organizational systems, emerging technologies, cybersecurity threats, and industry best practices.
• Perform other related technical-support duties and participate in IT projects as assigned.
• 10% Business travel.

• 5 to 10 years of experience in IT support, system administration, or network management.
• Associate or Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Advanced knowledge of Windows operating systems and knowledge of IOS.
• Experience with Azure, Group Policy, and Office 365 administration.
• Experience with Intune and Entra administration.
• Experience with Co-Pilot or Chat GPT AI platform knowledge would be ideal.

• Experience building AI bots is preferred.

• Knowledge of Cisco Meraki is preferred.
• Familiarity with cloud computing platforms (Azure) is a plus.
• Knowledge and understanding of AI principles and practices.
• Experience with IT security best practices and compliance requirements.

• Excellent problem-solving skills and the ability to work independently is a must.

• Strong communication and interpersonal skills to interact with end-users.
• Automotive dealership software experience preferred.
• CCNA preferred.

Requirements:

• Active drivers license and clean driving record
• Ability to pass a background check
• Authorization to work in the U.S, * Sitting at a desk for extended periods while working on a computer.
• Occasionally lifting and moving IT equipment (e.g., servers, desktops, network devices) weighing up to 50 lbs.
• Crawling under desks or accessing server racks for cable management and hardware setup.
• Possible on-call or after-hours support for system maintenance, updates, or emergency troubleshooting.

Pulled from the full job description

• Pet insurance
• Health insurance
• Paid time off
• Employee discount
• Vision insurance
• Health savings account
• Dental insurance, * Comprehensive Benefits: Medical, Dental, and Vision coverage, HSA match, TelaDoc, Pharmacy Discount Programs, and Employer paid Life Insurance
• Employee Assistance Program: Free of charge for personal uses such as support and general resources
• Additional Perks: Pet Insurance, Gym Discounts, and an Employee Vehicle Purchase Program, Volunteer PTO Program
• Retirement Savings: Employer matching contributions
• Paid Time Off: Among the best PTO policies in the industry
• Paid Holidays: 7 major holidays

Schedule:

• Full Time
• Monday to Friday
• 9 AM to 6 PM or 7 AM to 4 PM