Helpdesk Technician III

Helpdesk Technician III

Location: Philadelphia, PA
Job Type: Long-Term Contract
Work Setting: Onsite

Position Overview

We are seeking a Helpdesk Technician III to provide advanced technical support for end users in a fast-paced enterprise environment. This role is responsible for resolving complex hardware, software, and network issues, supporting endpoint management initiatives, and collaborating with infrastructure teams to ensure reliable IT operations. The ideal candidate will also serve as a technical resource for junior support staff while maintaining high service quality standards.

Responsibilities

• Handle escalated Helpdesk incidents and service requests requiring advanced technical troubleshooting.
• Coordinate with infrastructure and support teams to perform root-cause analysis and resolve recurring issues.
• Manage device imaging, software deployment, patch management, and endpoint administration tools.
• Troubleshoot complex hardware, software, operating system, and network-related issues.
• Document incidents, resolutions, and support activities within the ticketing system.
• Assist with knowledge sharing and technical guidance for junior technicians.
• Maintain high service quality and support operational continuity in a 24/7 environment.
• Ensure timely resolution of issues while adhering to established service levels.

Requirements

• 4-6 years of enterprise IT support or advanced Helpdesk experience.
• Deep knowledge of Windows operating systems, Active Directory, and endpoint management tools.
• Strong troubleshooting skills across hardware, software, networking, and user support environments.
• Experience with device imaging, patch management, and endpoint administration.
• Ability to perform root-cause analysis and resolve complex technical issues.
• Experience working in high-availability, secure, or mission-critical environments.
• Strong communication, customer service, and documentation skills.
• Ability to work onsite and support operational IT needs.