IT Service Desk Tier 3

SCHNITZER INVESTMENT CORP•Las Vegas, NV

7h•Hybrid

About The Position

The IT Service Desk Tier III will be responsible for all activities of the service desk to diagnose and resolve client problems and provide exceptional customer service. This position is one of the first points of contact for our Service Desk team and will be the local IT professional for the Las Vegas region, covering 6 offices. This position will also work under the guidance of Senior System Engineers to assist in the administration and documentation of Intune-based Endpoint deployment, configuration and reporting.

Requirements

Customer service focused with the ability to remain composed and flexible.
A minimum of 5 years’ experience with computer software, hardware, installation and troubleshooting.
Experience with Windows operation system, IOS and Android mobile devices.
Strong working knowledge of network topology, desktop security, computer imaging, VOIP phone systems, Active Directory Users and Computers, Group Policy, and remote system administration.
Basic PowerShell and scripting experience.
Excellent verbal, written and interpersonal communication skills.
Highly organized with the ability to handle multiple tasks at a time.
Self-motivated with a strong work ethic and pride in one’s work.
Creative, resourceful, and exercise good judgment.
Dependable, reliable, cooperative, and someone who always maintains professionalism.
Positive and respectful attitude in a team-oriented environment.

Nice To Haves

A+, Network +, Security +, Endpoint Administration Associate MD-102, or AZ-900 would be desirable.

Responsibilities

Provide clear, empathetic, and patient customer service in person, via email, and over the phone.
Accept and process technical support requests via phone/ticketing system, ensuring SLA compliant resolution.
Install and troubleshoot hardware, Windows software, and peripherals.
Deliver user support through training, problem-solving, and assigned tasks.
Create and maintain detailed support documentation.
Coordinate support for remote offices with external vendors.
Implement precautionary and corrective actions to mitigate security risks.
Maintain accurate inventory of computer equipment and software.
Interface with infrastructure and software support teams for specialized escalations.
Assist with Intune Autopilot workflows for device provisioning and troubleshooting.
Package, deploy, and update applications via Microsoft Intune.
Assist with device onboarding and policy enforcement.
Document and refine endpoint management processes and support workflows.
Other duties as assigned by supervisor.