Helpdesk Technician III

Potelco, Inc.•Sumner, WA

6d•$35 - $40•Onsite

About The Position

If you enjoy working with a great group of professionals, are accurate, thrive in a fast-paced environment, and enjoy using your organizational skills, then we have a role for you! 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. The pay for this role is $30 - $40 per hour depending on experience.

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