Service Desk Specialist

Job Title: Service Desk Specialist III


Employment Type: Full-time


Job Function: IT Support / Endpoint Management / Service Desk


Work Location: Phoenix, AZ 85034


Job Summary


The Service Desk Specialist III is a senior-level technical role responsible for providing Tier 3 support for hardware, software, and enterprise systems. This role owns the end-user compute lifecycle, including the imaging, deployment, and refresh of PCs and laptops.


The position includes administration of SCCM for software deployment, patching, and compliance, endpoint vulnerability management and remediation, and full application lifecycle support. The Service Desk Specialist III is expected to deliver timely, high-quality technical support while maintaining strong documentation and operational standards.


Key Responsibilities

• Provide Tier 3 support for hardware, software, and enterprise systems
• Own and manage the end-user compute lifecycle, including imaging, deployment, and device refresh
• Administer SCCM for:
• Software deployment
• Patch management
• Compliance and reporting
• Perform endpoint vulnerability management and remediation
• Provide application lifecycle support, including deployment, updates, and retirement
• Maintain, update, and contribute to technical documentation and knowledge base articles
• Perform additional related duties as assigned

Required Qualifications


Education

• Vocational school or some college coursework required; Information Technology or Information Systems preferred
• Bachelor's degree in an IT-related field preferred

Experience

• Minimum of 6 years of progressive IT support experience
• At least 3 years of experience in endpoint management and SCCM administration
• Experience supporting financial services environments preferred

Required Skills and Knowledge

• Advanced troubleshooting and problem-solving skills across:
• Hardware
• Operating systems
• Enterprise applications
• Expertise in end-user compute lifecycle management (imaging, deployment, refresh)
• Strong SCCM administration experience for software deployment, patching, and compliance
• Experience with endpoint vulnerability management and remediation
• Application lifecycle support experience (deployment, updates, retirement)
• Familiarity with PowerShell scripting for automation
• Strong customer service orientation and technical reasoning skills
• Excellent written and verbal communication skills
• Effective time management and task prioritization abilities

Certifications (Preferred)

• CompTIA A+
• ITIL Foundation
• Microsoft 365 Endpoint Administrator