Helpdesk Technician III

Quanta Services • Sumner, WA

1d • Onsite

About The Position

Potelco Inc. seeks a great Help Desk Technician Tier-III to join our team at the Potelco Inc. Office located Sumner, WA. The IT Helpdesk Technician – Level III is a senior-level role focused on advanced technical ownership, systemic problem resolution, and operational leadership. This position is responsible for resolving complex and high-impact issues, developing automation to improve service delivery, and contributing to the overall stability, scalability, and maturity of IT operations. This position serves as a senior escalation point within the Helpdesk, working cross-functionally with infrastructure and systems teams while mentoring junior technicians and driving continuous improvement initiatives.

Requirements

• Advanced troubleshooting across Windows endpoint, identity, and messaging environments
• Strong knowledge of Active Directory and Group Policy administration
• Experience supporting Exchange (On-Prem and Online) environments
• Advanced experience with Microsoft Intune and endpoint/device management
• Proficiency in PowerShell scripting and automation development
• Experience with MDM solutions supporting Apple iOS/iPadOS devices
• Ability to develop diagnostic, reporting, and remediation tools
• Strong problem management and root cause analysis capabilities
• Experience with change management processes
• Ability to manage vendor escalations and coordinate across technical teams
• Strong analytical thinking, documentation, and communication skills
• Ability to lead initiatives and mentor junior team members
• 5+ years of progressive IT support experience, including advanced troubleshooting across Windows endpoints, identity/access management, and messaging environments within an enterprise setting
• 2+ years of experience operating at an advanced support level (Tier II or equivalent), with demonstrated ownership of complex or escalated issues
• Demonstrated experience with modern device management tools (e.g., Microsoft Intune), Active Directory, and Microsoft 365 (Exchange Online and/or On-Prem)
• Strong experience with scripting or automation (e.g., PowerShell) to support operational efficiency
• Demonstrated experience supporting Windows endpoints, identity/access management, and modern device management tools
• Ability to work independently while collaborating effectively with IT peers and cross-functional teams
• Ability to manage competing priorities in a fast-paced, service-driven environment
• Must pass mandatory drug and alcohol screening(s)
• Valid driver’s license

Responsibilities

• Lead diagnosis, troubleshooting, and resolution of complex endpoint, identity, and messaging issues across enterprise environments
• Perform advanced Windows troubleshooting, including system-level and performance-related issues
• Facilitate and coordinate resolution of advanced Exchange On-Prem and Exchange Online issues in partnership with Systems Administrators
• Lead advanced troubleshooting and support for Intune, including policy management, compliance, and deployment collaboration
• Provide advanced lifecycle management and troubleshooting for Apple iOS/iPadOS devices via MDM
• Analyze and support Active Directory environments, including Group Policy structure and enforcement (with limited approved changes)
• Develop, test, and implement production-ready automation (e.g., PowerShell scripting) to improve Helpdesk efficiency and workflows
• Create and maintain advanced diagnostic, reporting, and remediation tooling
• Serve as the primary escalation point for complex technical and vendor-related issues
• Own and drive problem management efforts, including identification and resolution of systemic issues
• Lead root cause analysis (RCA) and author post-incident reports with corrective actions
• Participate in change management processes, including documentation and review
• Lead resolution of high-impact or business-critical incidents
• Identify trends and implement proactive solutions to reduce incident volume and improve stability
• Contribute to continuous improvement initiatives, including process optimization and service maturity
• Provide mentorship, guidance, and escalation support to Level I and Level II technicians
• Maintain high standards for documentation, communication, and technical accuracy

Benefits

• 401(k)
• 401(k) matching
• Dental Insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed