IT Support Technician III

Quality Bicycle Products•Bloomington, MN

About The Position

The IT Support Technician III is a senior, business-facing technology professional who combines advanced support capability with accountable ownership of a designated technology or service area. Approximately 50% of the role is dedicated to developing, governing, operating, and improving the assigned area; the remaining time supports advanced service delivery, escalations, and team enablement. The current assignment is Workplace Applications, including Power Platform, Power Apps, Power Automate, SharePoint, approved business-created solutions, and advanced escalation support for Microsoft 365 collaboration services. The technician works with management, business owners, IT teams, security, and vendors to translate needs into secure, supportable solutions, reduce solution sprawl, manage risk, clarify ownership, and improve employee workflows. The role establishes sustainable operating practices for the assigned area and remains accountable for advancing it. The Technician III owns complex issues through resolution or coordinated handoff, serves as a technical resource for the support team, and develops repeatable knowledge and support models. The position may require schedule adjustments for deployments, incidents, maintenance, or project activities, and occasional evening, weekend, or on-call support depending on assignment and business need. Domestic travel may be required.

Requirements

Advanced experience creating, supporting, and administering Microsoft 365 collaboration services, including SharePoint, Teams, OneDrive, Microsoft 365 applications and Groups, permissions, and integrations.
Experience administering and supporting Power Platform, including Power Apps, Power Automate, environments, connectors, access, governance, solution lifecycle, monitoring, licensing, and escalation boundaries.
Experience gathering requirements, evaluating alternatives, translating business processes into practical solutions, and coordinating testing, release readiness, and post-launch support.
Experience managing solutions through intake, standards, support models, backlog, lifecycle, business-owner assignments, periodic review, documentation, and improvement plans.
Ability to establish sustainable governance and lifecycle practices balancing employee enablement, security, compliance, privacy, licensing, supportability, data stewardship, and technical debt.
Experience with Microsoft 365 administration, Microsoft Entra ID, Active Directory, Intune, Exchange Online, Teams administration, and PowerShell.
Demonstrated ability to diagnose and coordinate complex incident resolution using cross-team expertise, identify root-cause patterns, and recommend preventive action.
Understanding of ITSM practices, including incident, request, problem, change, knowledge, service-level, and escalation management.
Strong written, verbal, facilitation, and stakeholder-management skills, including the ability to produce roadmaps, recommendations, decision records, user communications, release notes, technical procedures, and training materials for technical and nontechnical audiences.
Ability to lead through influence, guide technicians, balance operational and ownership priorities with limited oversight, communicate risks and tradeoffs early, and escalate decisions requiring management, security, architecture, engineering, or vendor authority.
Ability to work on a phone and computer extensively.
Ability to lift at least 25 pounds, lift 15 pounds overhead, participate in a team lift of up to 50 pounds, and bend, squat, reach, and work around desks, equipment racks, printers, and employee workstations.
Ability to work within the company’s hours of operation and adjust schedules as needed; occasional evening, weekend, or on-call support may be required depending on assignment and business need.
Ability to travel domestically as needed. When driving is required, a valid driver’s license and compliance with QBP approved-driver requirements are required.

Nice To Haves

Four or more years of relevant enterprise IT support, application support, systems administration, or technology-service experience, or an equivalent combination of education, technical training, and experience.
Associate or bachelor’s degree in information technology, information systems, business systems, or a related field, or relevant Microsoft, Power Platform, ITIL, or CompTIA certification.
Experience training or coaching IT Support Technicians, site owners, or business users and creating reusable self-service, adoption, and governance materials.
Experience supporting a multi-site enterprise and coordinating cross-functional initiatives involving security, compliance, architecture, data, business process owners, and external vendors.

Responsibilities

Own and develop the assigned technology area as an operational service, currently Workplace Applications, including Power Platform, Power Apps, Power Automate, SharePoint, and approved business-created solutions.
Establish and maintain the service model, intake and prioritization process, ownership boundaries, standards, governance controls, environment and access practices, security and compliance coordination, support tiers, documentation, backlog, roadmap, lifecycle reviews, and retirement or transition practices.
Maintain an inventory of supported solutions and accountable business owners.
Gather requirements and translate business needs into practical, secure, supportable solutions.
Configure, build, test, deploy, maintain, and improve solutions within approved scope; coordinate user acceptance, release communication, training, operational readiness, recovery plans, and post-implementation support.
Monitor service health, adoption, usage, ownership, licensing, technical debt, recurring incidents, and risk; use findings to reduce sprawl, improve controls, increase reuse and self-service, and recommend priorities, platform changes, or investments.
Serve as a senior escalation point for complex incidents and requests, particularly Microsoft 365 collaboration services.
Troubleshoot advanced issues through resolution, workaround, root-cause recommendation, vendor escalation, or coordinated handoff; evaluate impact, dependencies, security exposure, related changes, and recurrence, communicate with stakeholders, and validate recovery.
Contribute to queue coverage based on business need, focusing on high-impact, aged, recurring, or technically complex work.
Guide IT Support technicians through knowledge transfer, troubleshooting support, and review of complex or recurring issues.
Create and maintain knowledge articles, support boundaries, design and decision records, release notes, user communications, and training materials.
Lead defined technical workstreams, facilitate cross-functional problem solving, identify automation and standardization opportunities, and improve incident, request, problem, change, and knowledge-management practices.
Help determine whether work remains within IT Support or requires escalation to platform ownership, engineering, security, architecture, or a vendor.
Perform other duties and responsibilities as required, assigned, or requested.
Work within QBP’s hours of operation and adjust the schedule as needed for planned deployments, major incidents, maintenance, or project activities.
Travel domestically as needed, including by air and by driving; when driving is required, possess a valid driver’s license and meet QBP approved-driver requirements.
Model QBP Core Values: Act with integrity; Be a true partner; Create something special; Deliver greatness; Keep the customer first.