Desktop Support Tech III

RealPage, Inc. • Richardson, TX

1d • $27 - $46

About The Position

The IT Helpdesk Support Tech III specializes in managing and optimizing Helpdesk-related IT infrastructure components to ensure optimal performance, reliability, and security. This role focuses on installing, configuring, monitoring, and optimizing operating systems, middleware, and application software critical for supporting business operations and growth.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or related field preferred.
• Ability to pass English competency test.
• Relevant professional certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or equivalent advantageous.
• Proven experience in system administration roles, with expertise in managing Helpdesk-related IT infrastructure components.
• Strong understanding of operating systems (e.g., Windows, macOS), middleware (e.g., Active Directory), and application software used in Helpdesk environments.
• Experience with IT service management (ITSM) practices and methodologies specific to Helpdesk operations.
• Proficiency in troubleshooting and resolving complex technical issues within Helpdesk systems and applications.
• Excellent problem-solving skills and attention to detail, with the ability to analyze and optimize system performance.
• Strong communication and collaboration skills, with the ability to work effectively within cross-functional Helpdesk teams.
• In-depth knowledge of Helpdesk-related operating systems, middleware, and application software.
• Proficiency in Helpdesk-specific IT service management (ITSM) practices and tools.
• Experience in technical documentation and operational procedures development for Helpdesk systems.
• Familiarity with capacity planning and resource allocation principles in Helpdesk environments.
• Ability to evaluate and implement new technologies and tools to enhance Helpdesk support capabilities.

Responsibilities

• Provide advanced troubleshooting support for software, operating systems (Windows/macOS), and enterprise applications.
• Diagnose and resolve complex technical issues related to desktops, laptops, printers, and other peripherals.
• Manage Active Directory tasks including user account, password resets, and group policy administration.
• Support network connectivity issues (LAN/WAN, VPN, wireless) and escalate as needed.
• Handle escalated tickets from Help Desk and ensure timely resolution within SLA.
• Manage and optimize Helpdesk-related IT infrastructure components, including operating systems, middleware, and application software.
• Install, configure, monitor, and optimize operating systems, ensuring they meet performance and security requirements.
• Implement and maintain IT service management (ITSM) best practices specific to Helpdesk operations.
• Develop and maintain technical documentation and operational procedures for Helpdesk systems and applications.
• Contribute to the evaluation and testing of new technologies and tools to enhance Helpdesk support efficiency.
• Collaborate with cross-functional teams to support IT projects and initiatives, providing technical expertise and guidance.

Benefits

• Health, dental, and vision insurance.
• Retirement savings plan with company match.
• Paid time off and holidays.
• Professional development opportunities.
• Performance-based bonus based on position.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level