Technician, IT Help Desk III

Packsize•Louisville, KY

About The Position

This role provides advanced technical support for Packsize employees by analyzing requirements, resolving complex hardware, software, access, device, and workplace technology issues, and supporting the internal Service Desk. The technician will administer and support the company’s PCs, printers, mobile devices, and related hardware and software. The role includes end-user support, license tracking, asset management, workstation maintenance and upgrades, application administration, advanced troubleshooting, root-cause analysis, documentation, mentoring, and continuous improvement. The technician will also serve as an escalation point for issues that require broader technical depth, cross-functional coordination, or a durable solution.

Requirements

College coursework, a degree in a related field, equivalent technical training, or comparable practical experience.
Advanced proficiency with Microsoft 365, Windows, and Apple operating systems.
Experience supporting DNS/DHCP, client VPN technologies, Active Directory, endpoint hardware, mobile devices, and IT ticketing systems.
Demonstrated ability to resolve complex or systemic technical issues, perform root-cause analysis, and develop durable solutions.
Strong verbal and written communication skills, including the ability to explain technical information to non-technical users.
Excellent organization, customer service, sound judgment, cross-functional collaboration, coaching, and process-improvement skills.
Must have a valid driver’s license and clean driving record.

Responsibilities

Provide advanced help desk support and resolve incidents and service requests to the end user’s satisfaction.
Own assigned tickets and queue work from intake through resolution, setting clear expectations, and providing timely updates.
Monitor and respond quickly and effectively to requests received by the Service Desk.
Independently troubleshoot hardware, software, access, network, device, and performance issues using a structured approach.
Serve as an escalation point for complex, recurring, cross-system, or high-impact issues.
Perform root-cause analysis, identify recurring patterns, and recommend durable corrective or preventive solutions.
Document troubleshooting steps, work performed, decisions, outcomes, and internal procedures in the appropriate systems.
Create and improve knowledge articles based on ticket trends, identified gaps, and changes to supported technology.
Improve Service Desk processes and SOPs by simplifying or automating repeatable work and reinforcing the approved source of truth.
Assist with onboarding new users and the deprovisioning of departed employees.
Install, test, configure, maintain, and upgrade workstations, peripheral equipment, and software.
Manage PC setup and deployment using standard hardware and software, and ensure workstations include required peripherals and specialized equipment.
Maintain accurate inventory records for equipment and software.
Manage supported mobile devices through Intune and Freshservice, assist with VoIP administration, and assign users and computers to approved Active Directory groups.
Support meeting-room and multimedia conferencing solutions and coordinate with meeting stakeholders when technical assistance is required.
Mentor Service Desk peers, share technical context, review documentation, and coordinate with partner teams to improve support consistency and customer outcomes.