IT Help Desk Technician III

Imagine IT•Zeeland/Holland, MI

13d•$71,000 - $83,430•Hybrid

About The Position

At Imagine IT , we believe exceptional service starts with empowered people. As a hybrid, multi-state team, we’re deeply connected by our shared values, commitment to growth, and focus on delivering confidence through technology. From peer recognition and birthday bucks to professional development and team events, we’re intentional about creating a workplace where your expertise is valued and your impact is visible. We’re excited to open an opportunity for an IT Help Desk Technician III —a senior-level technical role for someone who thrives on solving complex problems, supporting partners, and elevating service quality. This position is ideal for an experienced IT professional who enjoys tackling escalations, contributing to documentation and projects, and serving as a trusted technical resource for both partners and teammates.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related field
4–6+ years of experience in IT support, including at least 2 years in a senior or advanced technical role
Strong troubleshooting skills across hardware, software, networking, and operating systems
Experience working escalated tickets and maintaining high-volume ticket queues
Ability to manage time effectively while balancing tickets, projects, and documentation
Clear and professional written and verbal communication skills
Leadership mindset with a collaborative, team-first approach

Nice To Haves

CompTIA A+
Network+
Microsoft Certified Professional (or similar)

Responsibilities

Resolve Advanced Technical Issues Work escalated support tickets, diagnose complex hardware, software, and network issues, and implement effective, timely solutions.
Manage Ticket Workflows Maintain and manage ticket queues for assigned partners, ensuring efficient time management and consistent progress toward resolution.
Support Service Excellence Meet or exceed performance metrics related to ticket resolution time, billable utilization, and customer satisfaction.
Maintain Technical Documentation Create, update, and maintain documentation related to hardware, line-of-business software, and technical processes to support consistency and knowledge sharing.
Contribute to Projects & R&D Participate in project work, research and development efforts, and technical improvements that enhance tools, systems, and service delivery.
Provide Onsite & Advanced Support Conduct occasional onsite visits as needed and support critical incidents, including potential on-call or extended hours.
Support Continuous Improvement Manage administrative responsibilities reliably (timesheets, calendar updates, etc.) while investing time in skill development and training.