Support Specialist Tier 3

Raymour & Flanigan Furniture and Mattresses•Town of Clay, NY

2d•Onsite

About The Position

The Tier 3 Support Technician serves as the highest tier of technical escalation within the end-user support function, resolving complex incidents that cannot be addressed at Tier 1 or Tier 2. Beyond escalation work, the role owns Microsoft Intune endpoint management and the internal tooling the support team relies on. The ideal candidate is a hands-on subject-matter expert who takes complex issues end to end, finds the root cause behind recurring problems, and is the technical resource other analysts consult.

Requirements

5+ years of progressive IT support experience, including at least 2 years in a Tier 2 or Tier 3 role within a corporate or enterprise environment.
Hands-on Microsoft Intune administration experience: configuration profiles, compliance policies, application deployment, and Windows Autopilot.
Expert-level troubleshooting across Windows 11 and Windows 10, macOS, Microsoft 365, Active Directory and Microsoft Entra ID, networking fundamentals (TCP/IP, DNS, DHCP), and VPN technologies.
PowerShell scripting experience, including building and maintaining automations for a support team.
Experience administering or configuring an enterprise ITSM platform (ServiceNow, Jira Service Management, Freshservice, or equivalent), including hands-on work with forms, workflows, and assignment rules.
Strong understanding of ITIL concepts (Incident, Problem, Change, Service Request); ITIL Foundation certification strongly preferred.
Excellent verbal and written communication skills, with the ability to adapt style for technical and non-technical audiences.
Proven ability to manage multiple high-priority issues, prioritize effectively, and remain composed under pressure with minimal direction.

Nice To Haves

Microsoft certifications: MD-102 (Endpoint Administrator), MS-102, or SC-300.
Experience migrating workloads from Configuration Manager (SCCM) to Intune and administering co-management.
Familiarity with Microsoft Graph API, Windows Autopatch, or Jamf.
Experience supporting VIP/executive users in an enterprise environment.
CompTIA A+, Network+, Security+, or similar industry certifications.
Experience with writing and running powershell scripts.

Responsibilities

Serve as the final escalation point for complex hardware, software, and network incidents beyond Tier 1 and Tier 2 capabilities, owning them through to closure.
Diagnose issues across Windows and macOS endpoints, Active Directory and Microsoft Entra ID, Microsoft 365, VPN, network connectivity, enterprise applications, and security tooling.
Troubleshoot complex identity and access scenarios including single sign-on, multifactor authentication, conditional access, and privileged accounts.
Perform root cause analysis (RCA) on recurring or high-impact incidents, coordinating with infrastructure, security, and application teams as needed.
Serve as a primary Microsoft Intune administrator, owning device configuration profiles, compliance policies, and endpoint security baselines.
Package, deploy, and troubleshoot applications through Intune, including Win32 packaging with detection rules and requirement scripts, plus Store and line-of-business apps.
Manage Windows Autopilot enrollment and provisioning, including Microsoft Entra join and Entra hybrid join scenarios.
Administer Windows update policies and update rings, driver and firmware updates, and feature update deployments.
Manage mobile enrollment and app protection policies for iOS and Android devices across corporate-owned and BYOD scenarios.
Diagnose enrollment, sync, policy conflict, and compliance failures using Intune reporting and client-side diagnostics.
Coordinate Intune configuration with Entra ID conditional access, BitLocker, Microsoft Defender, and Windows LAPS policies.
Support co-managed and legacy Configuration Manager (SCCM) workloads and Jamf-managed macOS devices.
Serve as technical owner of the tools the Solution Center uses daily, resolving issues that prevent analysts from working their queues.
Administer the ITSM platform: ticket forms, workflows, assignment rules, service catalog items, and reporting views.
Own the remote support tooling and the asset and inventory platform, including client deployment, permissions, and data reconciliation.
Build and maintain PowerShell and Microsoft Graph API automations that reduce repetitive work for Tier 1 and Tier 2.
Manage delegated administrative access, and test tool and endpoint configuration changes before they reach the team or the business.
Work within ITIL-aligned Incident, Problem, Change, and Service Request processes, maintaining accurate, detailed ticket documentation.
Identify chronic problem areas and open formal Problem records; drive technical investigation to prevent recurring incidents.
Contribute technically accurate articles to the internal Knowledge Base and maintain SOPs, runbooks, and troubleshooting guides.
Provide technical input on proposed changes and submit change requests for endpoint or tooling work requiring formal approval.
Monitor SLA compliance on assigned and escalated tickets; flag at-risk work proactively.
Deliver a professional support experience for internal stakeholders at all levels, including executive and VIP users.
Serve as the technical escalation contact for dissatisfied users, de-escalating concerns and communicating clearly through resolution.
Translate complex technical issues into clear, non-technical language for end users and business stakeholders.
Act as a subject-matter expert that Tier 1 and Tier 2 analysts consult when escalating, providing technical direction on the issue at hand.
Identify recurring friction points in the user experience and propose service improvements.
Participate in after-hours on-call rotation or off-hours support coverage as required.
Coordinate with vendors and service providers for support cases, escalations, and renewals.
Track infrastructure assets, licenses, warranties, and support agreements, and assist with procurement and lifecycle planning.