Tier 3 Help Desk Technician

We are seeking a highly technical Tier 3 Help Desk Technician to provide advanced end-user support and serve as an escalation point for complex technical issues. This individual will troubleshoot issues across Windows environments, Microsoft 365, Active Directory, hardware, software, networking, and enterprise applications.

Responsibilities

• Serve as an escalation point for Tier 1 and Tier 2 support issues
• Troubleshoot complex Windows 10/11 desktop and laptop issues
• Support and administer Active Directory, including users, groups, permissions, and Group Policy
• Troubleshoot Microsoft 365, Outlook, Teams, OneDrive, and Exchange Online
• Diagnose DNS, DHCP, TCP/IP, VPN, Wi-Fi, and general network connectivity issues
• Troubleshoot hardware, software, drivers, peripherals, and enterprise applications
• Support endpoint management, software deployments, patching, and device configurations
• Troubleshoot user authentication, MFA, SSO, account lockouts, and access issues
• Perform advanced troubleshooting using Event Viewer, PowerShell, command-line utilities, and system logs
• Assist with workstation builds, imaging, deployments, and user migrations
• Work directly with vendors and infrastructure teams on escalated technical issues
• Document resolutions and create technical knowledge-base articles
• Provide technical guidance and mentorship to Tier 1 and Tier 2 technicians

• 3-5+ years of IT support, desktop support, or help desk experience
• Strong Windows 10/11 troubleshooting experience
• Strong Active Directory and Group Policy experience
• Strong Microsoft 365 support experience
• Solid understanding of TCP/IP, DNS, DHCP, VPNs, and basic networking
• Experience troubleshooting xrbllit hardware, software, authentication, and connectivity issues
• Experience with endpoint management tools such as Intune, SCCM/MECM, or similar
• Working knowledge of PowerShell
• Experience working in an enterprise IT environment
• Strong troubleshooting, documentation, and communication skills

Preferred

• Microsoft Intune experience
• Azure/Entra ID experience
• Windows Server experience
• Exchange Online administration experience
• PowerShell scripting experience
• CompTIA A+, Network+, Security+, or Microsoft certifications