Service Desk Technician III - Dallas Regional Office

Dominium•Dallas, TX

9d•Onsite

About The Position

The Service Desk Technician III serves as a senior member of the IT Service Desk team, delivering advanced technical support for end users, endpoints, applications, collaboration platforms, and enterprise systems. This role acts as a Tier 2/3 escalation point, resolves complex technical issues, mentors junior technicians, and contributes to continuous improvement initiatives that enhance service quality, operational efficiency, and user satisfaction. The Service Desk Technician III is responsible for maintaining a high level of customer service while ensuring adherence to IT service management (ITSM) and compliance standards.

Requirements

Associate degree in Information Technology, Computer Science, or related field; equivalent experience may be considered.
CompTIA A+, Network+, Security+, or equivalent certifications
Minimum Five (5) years of progressive IT support or service desk experience.
Experience supporting enterprise users in a Microsoft-centric environment.
Experience working within an ITSM platform such as ServiceNow, Ivanti, Freshservice, or similar.
Windows 11 and Microsoft 365
Microsoft Entra ID (Azure AD) and Active Directory
Microsoft Intune or equivalent endpoint management tools
Microsoft Teams, SharePoint, OneDrive, and Exchange Online
VPN, networking fundamentals, DNS, DHCP, and Wi-Fi troubleshooting
Remote support tools and endpoint management technologies
Experience supporting mobile device management (MDM) solutions
Hardware lifecycle management and asset tracking
Experience with remote support for internet and telephony services as well as access control systems

Responsibilities

Delivers a high-quality customer experience through professional, timely, and effective Tracks incidents and requests from initial intake through resolution IT within the IT service management platform.
Provides proactive communication to users regarding issue status, outages, and resolutions.
Provides advanced support for hardware, software, operating systems, mobile devices, printers, and enterprise applications.
Serves as an escalation resource for complex incidents and service requests.
Diagnoses, troubleshoot, and resolve technical issues across on-premises, cloud, and hybrid environments.
Coordinates with infrastructure, security, and application teams to resolve cross-functional issues.
Supports Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint, and related collaboration tools.
Creates and maintain support documentation, knowledge articles, and standard operating procedures.
Identifies recurring issues and recommend long-term corrective actions.
Participates in Problem Management efforts to reduce incident volume and improve service stability.
Contributes to process improvement and service automation initiatives.
Assists with endpoint security, vulnerability remediation, MFA support, device compliance, and access management.
Supports audits, compliance requirements, and asset management processes as required.
Mentors and provide technical guidance to Service Desk Technicians I and II.
Assists with onboarding and training of new team members.
Shares technical expertise and best practices across the IT organization.
Assists with hardware deployment, imaging, refreshes, and lifecycle management activities.
Supports office moves, technology rollouts, and enterprise technology projects.
Performs other duties as assigned.