Summary:

The End User Support Technician III provides senior-level, expert technical support and operational leadership for end-user computing and workplace technology services. This role owns complex escalations end-to-end, drives root-cause resolution, and partners with infrastructure, security, and application teams to improve reliability and user experience at scale. Technician III acts as a technical lead for the desk-side / endpoint support function by establishing standards, mentoring technicians, and contributing to engineering efforts such as automation, endpoint hardening, and modern device management.

  Duties and Responsibilities: Senior Escalation & Technical Resolution

• Serve as the highest-level escalation point for desktop, laptop, peripheral, printing, and endpoint connectivity issues, including intermittent and hard-to-reproduce failures.
• Lead advanced troubleshooting across Windows and macOS, including OS corruption recovery, complex profile remediation, driver/firmware conflicts, and performance tuning.
• Resolve complex Microsoft 365 collaboration issues (Outlook/Exchange, Teams, OneDrive/SharePoint) by isolating client vs. service vs. network causes and coordinating with upstream teams as needed.
• Support executive/VIP users and critical business functions with a high degree of discretion, urgency, and proactive communication.
• Define technical runbooks for high-impact incidents and act as incident commander / technical lead when required.

Endpoint Engineering, Management & Security

• Administer and troubleshoot modern endpoint management platforms (e.g., Intune, JAMF) including policy deployment, compliance, application packaging, and update rings.
• Partner with Security to implement endpoint hardening, encryption, EDR troubleshooting, conditional access support, and least-privilege access practices.
• Design and maintain standardized builds, imaging/provisioning processes (e.g., Autopilot / zero-touch), and device baseline configurations.
• Develop automation and self-service solutions using scripting (e.g., PowerShell, Bash) to reduce ticket volume and improve consistency.
• Provide advanced Active Directory / Entra ID support (accounts, groups, device objects) and coordinate identity/access troubleshooting across systems.

Collaboration, Conference Rooms & Workplace Technology

• Own Tier III/IV troubleshooting for conference room and AV ecosystems, including recurring incident patterns and vendor engagement.
• Support and optimize Microsoft Teams Rooms / Zoom Rooms, room scheduling panels, and integrated audio/video signal chains (cameras, mics, DSPs, displays).
• Create preventative maintenance standards, monitoring/health checks, and rapid recovery playbooks for high-visibility spaces.
• Provide on-site leadership during executive meetings, broadcasts, and business-critical events.

Incident, Problem & Change Management

• Own major incident response for end-user computing issues: triage, stakeholder updates, technical coordination, and post-incident review inputs.
• Perform deep root cause analysis (RCA) for recurring issues and drive corrective actions across teams, including documentation and knowledge base improvements.
• Define and track service metrics (e.g., repeat incident rate, resolution quality, backlog health) and recommend operational improvements.
• Participate in change planning, testing, pilot validation, and enterprise rollouts; provide go-live support and rollback guidance.

Leadership, Mentorship & Service Excellence

• Act as a technical lead for Tier I/II technicians by providing guidance, technical reviews, and escalation coaching.
• Create and maintain standard operating procedures, troubleshooting guides, and training materials to improve consistency and speed of resolution.
• Drive adoption of best practices for customer communication, documentation quality, and end-to-end ticket ownership.
• Contribute to IT projects (technology refreshes, migrations, new site openings, pilots) as a technical workstream owner.

Asset, Vendor & Lifecycle Management

• Oversee complex break/fix workflows and coordinate with vendors for warranty repair, advanced replacements, and recurring hardware failure trends.
• Provide input into hardware standards, lifecycle strategy, and device models/accessory recommendations aligned to role-based needs.
• Ensure endpoints meet corporate configuration, security, and compliance standards throughout the device lifecycle.

  Required Qualifications:

• Associate or bachelor’s degree in Information Technology, Computer Science, or equivalent professional experience.
• 4+ years of experience in end user / endpoint support, including senior escalation ownership.
• Demonstrated expertise supporting Windows and macOS in enterprise environments, including device provisioning and lifecycle operations.
• Strong experience with Microsoft 365 services and advanced troubleshooting of identity, licensing, and collaboration workloads.
• Hands-on administration and troubleshooting experience with endpoint management (Intune, JAMF, or equivalent) and security tooling (encryption/EDR).
• Proficiency with scripting/automation for operational efficiency (e.g., PowerShell; Bash for macOS environments).
• Strong experience with ITSM platforms (ServiceNow, Jira, Remedy, or similar), including problem management and knowledge management practices.
• Excellent communication skills with the ability to translate technical details for non-technical stakeholders.

  Preferred Qualifications:

• Experience acting as a lead technician or team lead (work prioritization, mentoring, quality reviews).
• Advanced enterprise troubleshooting across networking fundamentals (DNS, DHCP, VPN, Wi‑Fi, proxy) and endpoint-to-cloud connectivity.
• Experience designing and supporting conference room standards and AV ecosystems, including vendor management and preventative maintenance.
• Experience supporting regulated or high-security environments and security controls (conditional access, MFA, certificate-based auth).
• Relevant certifications such as Microsoft (Modern Desktop/Endpoint), ITIL, CompTIA (A+/Network+/Security+), Apple (macOS), or equivalent.

  Core Competencies:

• Expert troubleshooting, hypothesis-driven diagnostics, and root cause analysis.
• Operational leadership during major incidents and high-visibility escalations.
• Strong documentation practices and ability to convert solutions into scalable standards.
• Automation mindset and continuous improvement orientation.
• Cross-functional collaboration with Security, Infrastructure, Network, and Application teams.
• Customer advocacy, professionalism, and discretion in executive-facing environments.