Desktop Technician III/Remote

Job Title: Desktop Technician III

Job Summary:

The Desktop Technician III provides advanced technical support for end-user computing environments. This role handles complex hardware and software issues, supports enterprise systems, and serves as an escalation point for junior technicians while ensuring high-quality service delivery.

Key Responsibilities:

• Provide Level 2/3 support for desktops, laptops, mobile devices, and peripherals
• Troubleshoot and resolve complex issues related to operating systems like Microsoft Windows and macOS
• Install, configure, and maintain enterprise applications (e.g., Microsoft Office, Microsoft Teams)
• Manage user accounts, permissions, and group policies via Active Directory
• Support hardware setup, imaging, and deployment of systems
• Diagnose and resolve network connectivity issues (LAN/Wi-Fi/VPN)
• Use ticketing systems (e.g., ServiceNow, Jira) to track and document incidents
• Perform root cause analysis and implement long-term fixes
• Collaborate with infrastructure, security, and application teams
• Mentor junior technicians and provide technical guidance
• Maintain documentation, knowledge base articles, and standard operating procedures

Required Qualifications:

• Associate’s or Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience)
• Strong knowledge of Windows and/or macOS environments
• Experience with device management tools and remote support
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP)
• Excellent troubleshooting and customer service skills

Preferred Qualifications:

• Experience with endpoint management tools (e.g., Microsoft Intune, SCCM)
• Knowledge of virtualization technologies (e.g., VMware)
• Familiarity with security tools and best practices
• Certifications such as CompTIA A+, Network+, or Microsoft certifications

Key Skills:

• Advanced troubleshooting and diagnostics
• Hardware/software installation and support
• Customer service and communication
• Documentation and process adherence
• Time management and prioritization