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IT Technician III

Irving, TX, US • Posted 14 hours ago • Updated 1 hour ago

Full Time

On-site

Fitment

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Job Details

Skills

Technical Support
ROOT
User Experience
Laptop
Printing
Firmware
Performance Tuning
Microsoft Outlook
Microsoft Exchange
Microsoft SharePoint
Engineering Management
Software Packaging
Hardening
Active Directory
Scheduling
MICS
Recovery
Change Management
Incident Management
End-user Computing
Knowledge Base
Testing
IT Management
Coaching
Standard Operating Procedure
Training
Migration
Lifecycle Management
Break/Fix
Workflow
Repair
Computer Hardware
Regulatory Compliance
Information Technology
Computer Science
Microsoft Windows
Provisioning
Microsoft Office
Licensing
Management
Encryption
Scripting
Operational Efficiency
Windows PowerShell
Bash
IT Service Management
ServiceNow
JIRA
BMC Remedy
Problem Management
Knowledge Management
Communication
Team Leadership
Mentorship
Computer Networking
Dragon NaturallySpeaking
DNS
DHCP
Virtual Private Network
Wireless Communication
Proxies
Cloud Computing
Audiovisual
AV
Vendor Management
Preventive Maintenance
Security Controls
Multi-factor Authentication
Microsoft
ITIL
CompTIA
Network+
Security+
OS X
Root Cause Analysis
Leadership
Documentation
Continuous Improvement
Collaboration
Network

Summary

Job Description

Summary:

The End User Support Technician III provides senior-level, expert technical support and operational leadership for end-user computing and workplace technology services. This role owns complex escalations end-to-end, drives root-cause resolution, and partners with infrastructure, security, and application teams to improve reliability and user experience at scale. Technician III acts as a technical lead for the desk-side / endpoint support function by establishing standards, mentoring technicians, and contributing to engineering efforts such as automation, endpoint hardening, and modern device management.

Duties and Responsibilities: Senior Escalation & Technical Resolution

Serve as the highest-level escalation point for desktop, laptop, peripheral, printing, and endpoint connectivity issues, including intermittent and hard-to-reproduce failures.
Lead advanced troubleshooting across Windows and macOS, including OS corruption recovery, complex profile remediation, driver/firmware conflicts, and performance tuning.
Resolve complex Microsoft 365 collaboration issues (Outlook/Exchange, Teams, OneDrive/SharePoint) by isolating client vs. service vs. network causes and coordinating with upstream teams as needed.
Support executive/VIP users and critical business functions with a high degree of discretion, urgency, and proactive communication.
Define technical runbooks for high-impact incidents and act as incident commander / technical lead when required.

Endpoint Engineering, Management & Security

Administer and troubleshoot modern endpoint management platforms (e.g., Intune, JAMF) including policy deployment, compliance, application packaging, and update rings.
Partner with Security to implement endpoint hardening, encryption, EDR troubleshooting, conditional access support, and least-privilege access practices.
Design and maintain standardized builds, imaging/provisioning processes (e.g., Autopilot / zero-touch), and device baseline configurations.
Develop automation and self-service solutions using scripting (e.g., PowerShell, Bash) to reduce ticket volume and improve consistency.
Provide advanced Active Directory / Entra ID support (accounts, groups, device objects) and coordinate identity/access troubleshooting across systems.

Collaboration, Conference Rooms & Workplace Technology

Own Tier III/IV troubleshooting for conference room and AV ecosystems, including recurring incident patterns and vendor engagement.
Support and optimize Microsoft Teams Rooms / Zoom Rooms, room scheduling panels, and integrated audio/video signal chains (cameras, mics, DSPs, displays).
Create preventative maintenance standards, monitoring/health checks, and rapid recovery playbooks for high-visibility spaces.
Provide on-site leadership during executive meetings, broadcasts, and business-critical events.

Incident, Problem & Change Management

Own major incident response for end-user computing issues: triage, stakeholder updates, technical coordination, and post-incident review inputs.
Perform deep root cause analysis (RCA) for recurring issues and drive corrective actions across teams, including documentation and knowledge base improvements.
Define and track service metrics (e.g., repeat incident rate, resolution quality, backlog health) and recommend operational improvements.
Participate in change planning, testing, pilot validation, and enterprise rollouts; provide go-live support and rollback guidance.

Leadership, Mentorship & Service Excellence

Act as a technical lead for Tier I/II technicians by providing guidance, technical reviews, and escalation coaching.
Create and maintain standard operating procedures, troubleshooting guides, and training materials to improve consistency and speed of resolution.
Drive adoption of best practices for customer communication, documentation quality, and end-to-end ticket ownership.
Contribute to IT projects (technology refreshes, migrations, new site openings, pilots) as a technical workstream owner.

Asset, Vendor & Lifecycle Management

Oversee complex break/fix workflows and coordinate with vendors for warranty repair, advanced replacements, and recurring hardware failure trends.
Provide input into hardware standards, lifecycle strategy, and device models/accessory recommendations aligned to role-based needs.
Ensure endpoints meet corporate configuration, security, and compliance standards throughout the device lifecycle.

Required Qualifications:

Associate or bachelor's degree in Information Technology, Computer Science, or equivalent professional experience.
4+ years of experience in end user / endpoint support, including senior escalation ownership.
Demonstrated expertise supporting Windows and macOS in enterprise environments, including device provisioning and lifecycle operations.
Strong experience with Microsoft 365 services and advanced troubleshooting of identity, licensing, and collaboration workloads.
Hands-on administration and troubleshooting experience with endpoint management (Intune, JAMF, or equivalent) and security tooling (encryption/EDR).
Proficiency with scripting/automation for operational efficiency (e.g., PowerShell; Bash for macOS environments).
Strong experience with ITSM platforms (ServiceNow, Jira, Remedy, or similar), including problem management and knowledge management practices.
Excellent communication skills with the ability to translate technical details for non-technical stakeholders.

Preferred Qualifications:

Experience acting as a lead technician or team lead (work prioritization, mentoring, quality reviews).
Advanced enterprise troubleshooting across networking fundamentals (DNS, DHCP, VPN, Wi-Fi, proxy) and endpoint-to-cloud connectivity.
Experience designing and supporting conference room standards and AV ecosystems, including vendor management and preventative maintenance.
Experience supporting regulated or high-security environments and security controls (conditional access, MFA, certificate-based auth).
Relevant certifications such as Microsoft (Modern Desktop/Endpoint), ITIL, CompTIA (A+/Network+/Security+), Apple (macOS), or equivalent.

Core Competencies:

Expert troubleshooting, hypothesis-driven diagnostics, and root cause analysis.
Operational leadership during major incidents and high-visibility escalations.
Strong documentation practices and ability to convert solutions into scalable standards.
Automation mindset and continuous improvement orientation.
Cross-functional collaboration with Security, Infrastructure, Network, and Application teams.
Customer advocacy, professionalism, and discretion in executive-facing environments.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10507796
Position Id: 93a2e85aee86d21fe3136b50eae9b015
Posted 14 hours ago

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