IT Technician III

ADT•Irving, TX

About The Position

The End User Support Technician III provides senior-level, expert technical support and operational leadership for end-user computing and workplace technology services. This role owns complex escalations end-to-end, drives root-cause resolution, and partners with infrastructure, security, and application teams to improve reliability and user experience at scale. Technician III acts as a technical lead for the desk-side / endpoint support function by establishing standards, mentoring technicians, and contributing to engineering efforts such as automation, endpoint hardening, and modern device management.

Requirements

Associate or bachelor’s degree in Information Technology, Computer Science, or equivalent professional experience.
4+ years of experience in end user / endpoint support, including senior escalation ownership.
Demonstrated expertise supporting Windows and macOS in enterprise environments, including device provisioning and lifecycle operations.
Strong experience with Microsoft 365 services and advanced troubleshooting of identity, licensing, and collaboration workloads.
Hands-on administration and troubleshooting experience with endpoint management (Intune, JAMF, or equivalent) and security tooling (encryption/EDR).
Proficiency with scripting/automation for operational efficiency (e.g., PowerShell; Bash for macOS environments).
Strong experience with ITSM platforms (ServiceNow, Jira, Remedy, or similar), including problem management and knowledge management practices.
Excellent communication skills with the ability to translate technical details for non-technical stakeholders.

Nice To Haves

Experience acting as a lead technician or team lead (work prioritization, mentoring, quality reviews).
Advanced enterprise troubleshooting across networking fundamentals (DNS, DHCP, VPN, Wi‑Fi, proxy) and endpoint-to-cloud connectivity.
Experience designing and supporting conference room standards and AV ecosystems, including vendor management and preventative maintenance.
Experience supporting regulated or high-security environments and security controls (conditional access, MFA, certificate-based auth).
Relevant certifications such as Microsoft (Modern Desktop/Endpoint), ITIL, CompTIA (A+/Network+/Security+), Apple (macOS), or equivalent.

Responsibilities

Serve as the highest-level escalation point for desktop, laptop, peripheral, printing, and endpoint connectivity issues, including intermittent and hard-to-reproduce failures.
Lead advanced troubleshooting across Windows and macOS, including OS corruption recovery, complex profile remediation, driver/firmware conflicts, and performance tuning.
Resolve complex Microsoft 365 collaboration issues (Outlook/Exchange, Teams, OneDrive/SharePoint) by isolating client vs. service vs. network causes and coordinating with upstream teams as needed.
Support executive/VIP users and critical business functions with a high degree of discretion, urgency, and proactive communication.
Define technical runbooks for high-impact incidents and act as incident commander / technical lead when required.
Administer and troubleshoot modern endpoint management platforms (e.g., Intune, JAMF) including policy deployment, compliance, application packaging, and update rings.
Partner with Security to implement endpoint hardening, encryption, EDR troubleshooting, conditional access support, and least-privilege access practices.
Design and maintain standardized builds, imaging/provisioning processes (e.g., Autopilot / zero-touch), and device baseline configurations.
Develop automation and self-service solutions using scripting (e.g., PowerShell, Bash) to reduce ticket volume and improve consistency.
Provide advanced Active Directory / Entra ID support (accounts, groups, device objects) and coordinate identity/access troubleshooting across systems.
Own Tier III/IV troubleshooting for conference room and AV ecosystems, including recurring incident patterns and vendor engagement.
Support and optimize Microsoft Teams Rooms / Zoom Rooms, room scheduling panels, and integrated audio/video signal chains (cameras, mics, DSPs, displays).
Create preventative maintenance standards, monitoring/health checks, and rapid recovery playbooks for high-visibility spaces.
Provide on-site leadership during executive meetings, broadcasts, and business-critical events.
Own major incident response for end-user computing issues: triage, stakeholder updates, technical coordination, and post-incident review inputs.
Perform deep root cause analysis (RCA) for recurring issues and drive corrective actions across teams, including documentation and knowledge base improvements.
Define and track service metrics (e.g., repeat incident rate, resolution quality, backlog health) and recommend operational improvements.
Participate in change planning, testing, pilot validation, and enterprise rollouts; provide go-live support and rollback guidance.
Act as a technical lead for Tier I/II technicians by providing guidance, technical reviews, and escalation coaching.
Create and maintain standard operating procedures, troubleshooting guides, and training materials to improve consistency and speed of resolution.
Drive adoption of best practices for customer communication, documentation quality, and end-to-end ticket ownership.
Contribute to IT projects (technology refreshes, migrations, new site openings, pilots) as a technical workstream owner.
Oversee complex break/fix workflows and coordinate with vendors for warranty repair, advanced replacements, and recurring hardware failure trends.
Provide input into hardware standards, lifecycle strategy, and device models/accessory recommendations aligned to role-based needs.
Ensure endpoints meet corporate configuration, security, and compliance standards throughout the device lifecycle.