MX Service Desk Level III

Job Purpose

Are you looking for a fun and challenging job in a fast-paced environment? If so, we have an immediate need for an internal IT support Service Desk Level III. The SD III will report to the Senior IT Manager. The primary responsibility of the SD III is to handle both hierarchical and functional escalations from the SD II team. In addition, the SD III will be responsible to maintain end user devices such as laptops, desktops, tablets, mobile hotspots, etc.

What you’ll get to do…

Learn from and work directly with an experienced IT team

Help build a world class service and support team

Provide escalation support for Service Desk levels I and II

Own the Major Incident Process

Log, assign and track Problem cases (escalation to system and service owners)

Meet SLA’s to ensure timely resolution of Incidents, Problems, and Requested Items

Troubleshoot hardware issues on Apple, Lenovo, Dell, Intel and a host of peripherals

Troubleshoot Operating systems such as MacOS, Windows 10, and Linux

Troubleshoot telecommunications issues with desk phones and softphones

Maintain Windows & Linux OS image and configuration

Receive, track, refresh and surplus end user device inventory

Ensure all systems are being updated and patched

Own the maintenance of all digital signage, dashboard and conference room computing devices

Learn, support and run audio/video equipment used for entertainment and meetings

Maintain and build IT knowledge base and service catalog items

Write scripted solutions to common or repetitive issues

Identify, document and escalate recommendations for IT process improvements

Grow your skills and advance in the organization

Help with IT projects as needed

You will do it using your…

Innate aptitude for all things technology

2-4 years providing hands on end user device support in complex environments

2-4 years supporting MacOS & Windows operating systems at the enterprise level

1-4 years aiding and supporting users with MS Office, Google Drive and Apps, Zoom & Slack

1 year supporting Linux environments (desired)

2+ years experience using imaging and asset management tools such as Jamf and Ivanti

2+ years providing support for wired and wireless network connectivity at the enterprise level

Knowledge of current end user technologies and development trends

Strong communication skills and ability to convey information in a clear and understandable way

Ability to analyze and resolve moderately complex computer and network problems

Passion and drive for building and helping others succeed

Thirst for perfection through iterative improvement

You will thrive by…

Putting those you support above all

Showing your exuberance for life

Working hard and smart until the work is done

Using objectivity in discourse when pushing to reach challenging team goals