Service Desk Specialist III

Job Title: Service Desk Specialist III

Work Location: Hybrid (4 days in office every week)

Status: Non-Exempt

Full Time/Part Time: Full-time



Job Description:
The Service Desk Specialist III is a senior technical role responsible for providing Tier 3 support for hardware, software, and enterprise systems. This position owns the end-user compute lifecycle, including imaging, deployment, and refresh of PCs and laptops. Responsibilities include SCCM administration for software deployment, patching, and compliance, vulnerability management for endpoints, and application lifecycle support. Strong organizational skills and the ability to deliver timely, high-quality service are essential.


Key Responsibilities
Advanced Technical Support & Escalations

• Serve as the Tier II/III escalation point for complex incidents and service requests.
• Troubleshoot issues related to SCCM deployments, imaging, patching, and endpoint configuration.
• Support MDM solutions (Intune or similar) including iPhone and mobile device setup, policies, and corporate apps.
• Provide advanced administration of Azure AD, identity management, MFA, and cloud-connected services.
• Perform high-level Active Directory tasks (OU structure, GPO work, permissions, security groups).
• Support custom enterprise applications, collaborating with developers and business teams to resolve issues.
• Conduct root-cause analysis and implement long-term fixes for recurring issues.

Systems Monitoring & Administrative Support

• Monitor servers, network systems, and enterprise tools to ensure reliability and prevent outages.
• Assist sysadmins with tasks such as patching, software distribution, configuration updates, and system maintenance.
• Participate in automation and process improvement initiatives.

Customer Service & Operational Ownership

• Own tickets from intake through resolution, ensuring strong communication, documentation, and SLA compliance.
• Act as a client advocate by identifying trends, recommending improvements, and educating users.
• Prioritize workloads and escalate appropriately using established processes.

Onboarding & Offboarding

• Lead end-to-end onboarding including hardware provisioning, software setup, and access creation.
• Support offboarding processes including access revocation and device retrieval.

Documentation & Knowledge Sharing

• Develop knowledgebase articles, SOPs, and technical documentation.

Mentor Service Desk I/II analysts to improve team capability and consistency.



Required:

• 6+ years of progressive IT support experience, including at least 3 years in endpoint management and SCCM administration
• Advanced troubleshooting and problem-solving across hardware, OS, and enterprise applications
• Expertise in end-user compute lifecycle management (imaging, deployment, refresh)
• SCCM administration for software deployment, patching, and compliance
• Endpoint vulnerability management and remediation
• Application lifecycle support (deployment, updates, retirement)
• Familiarity with PowerShell scripting for automation
• Strong customer service, technical reasoning, and excellent written and verbal communication skills
• Effective time management and prioritization skills

Preferred :

• Licenses/Certifications A+
• Licenses/Certifications ITIL Foundation
• Licenses/Certifications Microsoft 365 Endpoint Administrator

Physical Requirements:
The physical requirements for this office role include the ability to sit or stand for extended periods, typically up to 8 hours a day, and regularly operate standard office equipment such as computers and phones. Employees should be able to lift up to 15 pounds occasionally and frequently perform tasks that require typing, writing, and document handling. Effective verbal and written communication skills are necessary, along with adequate visual and auditory abilities to read materials and participate in meetings.



EEOC Statement:
Strategic Systems, Inc., and its affiliates, is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other legally protected characteristic. We believe diversity drives innovation and we are dedicated to fostering a workplace that respects and values the contributions of all individuals.