Service Desk Technician III

Modivcare

77d • $20 - $28

About The Position

Modivcare is looking for an experienced Service Desk Technician III to join our team. As a key member of the IT support structure, you will serve as a tier III technical resource, responding to escalated service requests and ensuring high-quality, proactive customer service and technical resolution. This role demonstrates sound customer service and telephone etiquette when responding to customer support inquiries. You will resolve complex service requests and incidents escalated by junior team members, providing advanced troubleshooting and technical support, including setting up shared drives, network mapping, software installations, and resolving connectivity issues. You will support mobile operating systems related to business applications and handle technical issues with hardware, software, printers, messaging systems, and phone systems. Additionally, you will manage user accounts and access permissions, provide mentorship and technical support for Service Desk Technicians I and II, and lead by example in fostering productive internal and external relationships based on trust, patience, and results. You will proactively gather customer feedback and offer recommendations to improve services and systems, utilize ServiceNow and operate within the ITIL framework to manage incidents, problems, changes, and service requests, and develop upgrade and migration strategies in alignment with Microsoft Product Roadmaps. You will assist with special projects and implement best practices in IT support, manage service desk priorities, escalations, and service level agreements, and handle diagnostics and resolution across hardware, software, networking, VoIP, remote desktop, encryption technologies, and operating systems including Linux, macOS, and Windows. This position works with limited supervision, leads or assists in complex projects, and contributes to team and organizational success.

Requirements

• High School Diploma required.
• Two (2) plus years of technical support experience.
• Experience with ServiceNow in an ITIL environment.
• ITIL v3 Foundation Certification preferred.
• Additional certifications such as A+, Net+, Microsoft MTA/MCSA, or HDI Problem Management are a plus.
• Strong understanding of IT best practices, desktop applications, networking, and printing environments.
• Experience with Microsoft Office Suite (Excel, Word, etc.).
• Excellent customer service and communication skills.
• Demonstrated ability to work in a fast-paced environment with strong organizational, coordination, and analytical skills.
• Proven experience in a metrics-driven, continuously improving support environment.
• Ability to manage multiple tasks with minimal supervision while providing guidance to others.

Responsibilities

• Respond to escalated service requests and ensure high-quality customer service.
• Resolve complex service requests and incidents escalated by junior team members.
• Provide advanced troubleshooting and technical support.
• Support mobile operating systems related to business applications.
• Handle technical issues with hardware, software, printers, messaging systems, and phone systems.
• Manage user accounts and access permissions.
• Provide mentorship and technical support for Service Desk Technicians I and II.
• Proactively gather customer feedback and offer recommendations to improve services and systems.
• Utilize ServiceNow and operate within the ITIL framework.
• Develop upgrade and migration strategies in alignment with Microsoft Product Roadmaps.
• Assist with special projects and implement best practices in IT support.
• Manage service desk priorities, escalations, and service level agreements.
• Handle diagnostics and resolution across various technologies.
• Work with limited supervision and contribute to team success.

Benefits

• Medical, Dental, and Vision insurance.
• Employer Paid Basic Life Insurance and AD&D.
• Voluntary Life Insurance (Employee/Spouse/Child).
• Health Care and Dependent Care Flexible Spending Accounts.
• Pre-Tax and Post-Tax Commuter and Parking Benefits.
• 401(k) Retirement Savings Plan with Company Match.
• Paid Time Off.
• Paid Parental Leave.
• Short-Term and Long-Term Disability.
• Tuition Reimbursement.
• Employee Discounts (retail, hotel, food, restaurants, car rental and much more!).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees