Helpdesk Technician III

Help Desk Technician Tier-III

If you enjoy working with a great group of professionals, are accurate, thrive in a fast-paced environment, and enjoy using your organizational skills, then we have a role for you! Potelco Inc. seeks a great Help Desk Technician Tier-III to join our team at the Potelco Inc. Office located Sumner, WA.

The IT Helpdesk Technician – Level III is a senior-level role focused on advanced technical ownership, systemic problem resolution, and operational leadership. This position is responsible for resolving complex and high-impact issues, developing automation to improve service delivery, and contributing to the overall stability, scalability, and maturity of IT operations.

This position serves as a senior escalation point within the Helpdesk, working cross-functionally with infrastructure and systems teams while mentoring junior technicians and driving continuous improvement initiatives.

The pay for this role is $30 - $40 per hour depending on experience.

What You'll Do

Advanced Technical Support & Troubleshooting

• Lead diagnosis, troubleshooting, and resolution of complex endpoint, identity, and messaging issues across enterprise environments
• Perform advanced Windows troubleshooting, including system-level and performance-related issues
• Facilitate and coordinate resolution of advanced Exchange On-Prem and Exchange Online issues in partnership with Systems Administrators
• Lead advanced troubleshooting and support for Intune, including policy management, compliance, and deployment collaboration
• Provide advanced lifecycle management and troubleshooting for Apple iOS/iPadOS devices via MDM

Infrastructure & Systems Support

• Analyze and support Active Directory environments, including Group Policy structure and enforcement (with limited approved changes)

Automation & Tool Development

• Develop, test, and implement production-ready automation (e.g., PowerShell scripting) to improve Helpdesk efficiency and workflows
• Create and maintain advanced diagnostic, reporting, and remediation tooling

Incident, Problem & Change Management

• Serve as the primary escalation point for complex technical and vendor-related issues
• Own and drive problem management efforts, including identification and resolution of systemic issues
• Lead root cause analysis (RCA) and author post-incident reports with corrective actions
• Participate in change management processes, including documentation and review
• Lead resolution of high-impact or business-critical incidents

Continuous Improvement & Operational Excellence

• Identify trends and implement proactive solutions to reduce incident volume and improve stability
• Contribute to continuous improvement initiatives, including process optimization and service maturity

Leadership & Mentorship

• Provide mentorship, guidance, and escalation support to Level I and Level II technicians

Documentation & Communication

• Maintain high standards for documentation, communication, and technical accuracy

What You'll Bring

Skill Requirements

• Advanced troubleshooting across Windows endpoint, identity, and messaging environments
• Strong knowledge of Active Directory and Group Policy administration
• Experience supporting Exchange (On-Prem and Online) environments
• Advanced experience with Microsoft Intune and endpoint/device management
• Proficiency in PowerShell scripting and automation development
• Experience with MDM solutions supporting Apple iOS/iPadOS devices
• Ability to develop diagnostic, reporting, and remediation tools
• Strong problem management and root cause analysis capabilities
• Experience with change management processes
• Ability to manage vendor escalations and coordinate across technical teams
• Strong analytical thinking, documentation, and communication skills
• Ability to lead initiatives and mentor junior team members

Minimum Qualifications

• 5+ years of progressive IT support experience, including advanced troubleshooting across Windows endpoints, identity/access management, and messaging environments within an enterprise setting
• 2+ years of experience operating at an advanced support level (Tier II or equivalent), with demonstrated ownership of complex or escalated issues
• Demonstrated experience with modern device management tools (e.g., Microsoft Intune), Active Directory, and Microsoft 365 (Exchange Online and/or On-Prem)
• Strong experience with scripting or automation (e.g., PowerShell) to support operational efficiency
• Demonstrated experience supporting Windows endpoints, identity/access management, and modern device management tools
• Ability to work independently while collaborating effectively with IT peers and cross-functional teams
• Ability to manage competing priorities in a fast-paced, service-driven environment
• Must pass mandatory drug and alcohol screening(s)
• Valid driver's license

What You'll Get

Benefits:

• 401(k)
• 401(k) matching
• Dental Insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Compensation Range

The anticipated compensation for this position is USD $30.00/Hr. - USD $40.00/Hr. depending on experience and qualifications.

Equal Opportunity Employer

All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, national origin or ancestry, sex (including gender, pregnancy, sexual orientation, and/or gender identity), age, disability, genetic information, veteran status, and/or any other basis protected by applicable federal, state or local law. We are an Equal Opportunity Employer, including disability and protected veteran status. We prohibit all types of discrimination and are committed to providing access and equal opportunity for individuals with disabilities. For additional information or if reasonable accommodation is needed to participate in the job application, interview, or hiring processes or to perform the essential functions of a position, please contact us the Company's Human Resources department.